Because the delivery of contact centres, one of many best challenges has been to attain sustainable behavioural change. Teaching periods and coaching can produce an enchancment within the desired behaviours, however with out the power to repeatedly measure progress such enhancements have been short-lived.
Earlier than the introduction of automated speech analytics, efficiency suggestions to brokers by guide monitoring and scoring of calls was a time-consuming course of that required listening to calls, filling out scorecards and discovering teaching alternatives.
Superior speech analytics solves this downside by combining the ideas of pervasive enterprise intelligence and automatic high quality monitoring right into a single answer that delivers the appropriate info to the appropriate individual on the proper time.
The world of the drained supervisor who sits and listens to hours of recorded calls, solely to be instructed by an agent that their suggestions “shouldn’t be truthful” as a result of they’ve picked their solely unhealthy name from that week, is over. The seemingly not possible job of listening to 100% of buyer conversations can now be a totally automated and goal course of.
Learn: Utilizing automated scorecards to enhance agent efficiency to search out out extra
This information offers an outline of conventional high quality monitoring, frequent name monitoring issues and prime tips about fashionable high quality monitoring, together with how one can present correct, well timed and constant suggestions to brokers, good teaching periods and drive efficiency.
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