By Richard Snow, Research Analyst, Ventana Research
This white paper examines the impact of emerging analytics applications on the Quality Monitoring processes currently deployed within companies. The paper explores the impact and role of speech analytics, agent performance analytics, desktop and text analytics on quality assessment and monitoring.
Learn how new analytics capabilities:
* enable the automated analysis of a wide range of performance data
* produce objective and precise evaluation scores for 100% of calls
* yield better guidance on individual training and coaching needs
* improve agent performance and the bottom line
* lead to operational improvements that increase customer satisfaction