Genesys have released a White Paper called ‘Revolutionizing Contact Centre Quality Management with Speech Analytics’.
Speech analytics can revolutionize traditional Quality Management by measuring all calls, not just a small sample, and helping companies define Quality Management criteria in a way that significantly improves the objectivity of measurement.
This White Paper includes sections on:
- Challenges of the Traditional Quality Management Process
- The Solution: Analytics-Driven Quality Management
- Objectively Defining Agent Skills using Speech Analytics
- Reliably Evaluating Every Conversation with Speech Analytics