In this webinar we looked at how you can revolutionise quality monitoring with interaction analytics.
Agenda
- 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
Read more about - Archived Content, Genesys, Quality
