Recorded Webinar: Revolutionising Quality Monitoring with Interaction Analytics

In this webinar we looked at how you can revolutionise quality monitoring with interaction analytics.

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  • Introductions – Jonty Pearce, Call Centre Helper
  • Sean Murphy – Genesys

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Topics to be 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
  • Winning Tip – “When giving agents bonuses based on QA, we have sessions with agents and provide guidelines and allow them to score a call so they understand what we expect”. Thanks to Letitcia1.

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

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