According to a Call Center Helper poll, teams reviewing call quality in contact centers typically monitor less than six calls per agent every month.
In this whitepaper, you’ll learn about:
- Best practices to drive the right agent behaviours
- How speech analytics can help monitor 100% of calls
- Identifying when agents aren’t adhering to business policies
- Understanding how agents are communicating with customers, uncovering areas for improvement
- The blending of speech analytics with CRM data to ensure data-driven decisions
- Reducing ramp time for new agents
- The growing use of gamification to further encourage the right agent behaviours
Download the whitepaper now to find out how NewVoiceMedia can help you take your contact center to the next level.