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Silence Is Not Always Golden With Speech Analytics

Analytics has the power to improve both functional efficiencies and the results expected from the clients you serve in your contact center. Furthering your success is the ability to independently customize your speech analytics solution to accurately discover and address the unique operational and performance goals of your organization.

Join Shaunta Holmes of Nationwide Credit Corp as she takes the webinar audience through NCC’s initial efforts with speech analytics and how they discovered and realized improvements in key operational and agent performance areas.

In this informative webinar you will learn:

  • The right first objectives to focus on when implementing a speech analytics solution
  • The immediate impact of automating quality assurance and scoring
  • How customizing categories help address client specific requirements
  • Opportunities for improved agent productivity through silence detection & reduction
  • The measurable results from identifying escalation language in 100% of your contacts

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