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