White Paper: Quality Management and Speech Analytics

Genesys 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 , Genesys, white paper