Kate R

White Papers

Monitor & Improve Interactions with Speech Analytics

Contact centers are often finding themselves under pressure to go from cost center to “profit center”, and to do more than ever before. At the same time, we’re seeing that contact centers continue to be the focal point of a business and therefore the customer experience. But understanding why the customer elects to call when they do, and what their experience is in fulfilling that need  requires taking time and listening to actual calls, which are messy, unstructured sources of data. In this short presentation you’ll learn that speech analytics will help your business

  •  Go beyond call quality monitoring and pursue actionable trends and insights.
  • Gain better visibility and control over your customer experience process.
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