Recorded Webinar: Revolutionising Quality Monitoring with Interaction Analytics

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


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

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.

Original Webinar date: Thursday 15th September 2016

Author: Rachael Trickey

Published On: 15th Sep 2016 - Last modified: 15th Aug 2022
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