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White Paper: Quality Management and Speech Analytics

Published On: 27th Nov 2013 10:12 - Modified: 3rd Jan 2020

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

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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White Paper: Quality Management and Speech Analytics

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