Recorded Webinar: Revolutionising Quality Monitoring with Interaction Analytics

Traditional quality monitoring programmes rely upon people listening to calls. Because they are so labour intensive, it usually isn't feasible to evaluate more than 2% of the calls your organisation handles. The fact that so few calls are evaluated means that findings are statistically insignificant, which often causes resulting recommendations to be questioned. Interaction analytics, which includes both speech analytics and text analytics, can resolve these challenges by evaluating 100% of interactions. However, there are different methods of analysing conversations, and each has advantages and disadvantages depending upon the situation. It's crucial to utilise the best method(s) for achieving your requirements in order to maximise your business benefits. In this webinar we look at how you can revolutionise quality monitoring with interaction analytics.

Topics Discussed

  • The challenges with traditional quality monitoring programmes
  • The different speech analytics methods and how to determine which is best for your business requirements
  • Going beyond speech analytics: how to understand all conversations across all channels with interaction analytics
  • Top tips from the audience


Sean Murphy- Headshot
Sean Murphy
Jonty Pearce- Headshot
Jonty Pearce
Call Centre Helper

company logo
This webinar was brought to you by Call Centre Helper and is sponsored by Genesys

Recommended Articles

A cartoon of a person using an ipad, surrounded by graphs
30 Tips to Improve Your Call Quality Monitoring
Call Quality Monitoring
An Introduction to… Quality Management Technology
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.