White Paper: Quality Management and Speech Analytics

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Genesys-Speech-AnalyticsGenesys have released a White Paper called ‘Revolutionizing Contact Centre Quality Management with Speech Analytics’.

Speech analytics can revolutionize traditional Quality Management by measuring all calls, not just a small sample, and helping companies define Quality Management criteria in a way that significantly improves the objectivity of measurement.

This White Paper includes sections on:

  • Challenges of the Traditional Quality Management Process
  • The Solution: Analytics-Driven Quality Management
  • Objectively Defining Agent Skills using Speech Analytics
  • Reliably Evaluating Every Conversation with Speech Analytics

Click here to download the White Paper.

27 Nov 2013 - Filed under Call Centre News , ,

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