We all know spot checking or only listening to the worst ones is not a true test of how agents are doing. Some QA managers are only listening to 2 calls a week!
June 27th 1pm – 2pm EST
For organizations using a manual, randomly sampled call QA process, finding the ideal monitored calls to coach your agents with is like trying to find the proverbial needle in a haystack. Automated speech analytics provides contact centers a game changing approach to your organization’s Quality Assurance program by analyzing, scoring and providing direct feedback insights on 100% of interactions.
Join leading smart home service provider Vivint’s Ben Austin and Jacob Miller for an enlightening session on how they have designed and utilized automated speech analytics to extract KPI targeted scores and route those critical insights through an API to their own customized dashboard to track and coach on agent scoring/behaviors.
How automated speech analytics can be applied to the QA process
- How to determine the right calls and KPI’s to coach from
- How to effectively deliver accepted target scoring to your agent community
- How insights can be externalized outside of the analytics platform