Automated Call Scoring

Archive for Automated Call Scoring

Which KPIs Should Your Contact Center Track in 2021?

Contact center Key Performance Indicators (KPIs) are crucial to understanding agent performance and improving the customer experience As you review and evaluate customer service tactics for 2021, you'll want to track these metrics as efficiently as possible But first, you need to determine which[...]

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Risk Management and Compliance with Speech Analytics

In today’s contact center, risk management and compliance are not just best practices Certain laws and governing bodies regulate how call centers handle sensitive data Because non-compliant agents are a costly risk, both through unsatisfied customers and monetary penalties, monitoring calls is[...]

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5 Contact Center Trends to Watch Out For in 2020

2020 is here, and businesses are determining which practices are most likely to improve operations and grow revenue While there's no one-size-fits-all solution for every company, it’s clear the main focus this year will be customer experience (CX) And for many businesses, CX begins in the[...]

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