Moderated by: Donna Fluss, founder and president of DMG Consulting; :
On Demand - Date: May 2009
Contact center managers are asking for solutions that deliver timely and actionable results. Workforce optimization vendors are listening and taking the lead in responding. They are delivering a new generation of quality assurance recording suites with workflow and analytics-enabled solutions that give managers the information they need to quickly identify and fix problems. Speech analytics is being embedded throughout the traditional QA process, improving its overall effectiveness and dramatically increasing the number of transactions reviewed. During this session, you’ll discover how the leading workforce optimization vendors are enhancing their solutions to make them more actionable. :
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