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Achieving Optimal Contact Center Efficiency & Performance with Speech Analytics

When it comes to performance, call center supervisors face a number of challenges. They are not only tasked with battling high agent turnover and lack of engagement, but must also optimize their staff’s productivity, while keeping compliance and sales effectiveness in mind. And above all, they must ensure their focus remains on providing an outstanding customer experience.

This white paper focuses on contact center efficiency, its impact on other business goals, and the power of one of the most proven enabling technologies – Speech Analytics. Further it specifically breakdowns how Speech Analytics can help contact centers achieve optimal contact center efficiency by focusing on:

  • Automating Quality Assurance (QA)
  • Improving First Call Resolution (FCR)
  • Improving Average Handle Time (AHT)
Previous Article
Is Your Data Being Held Hostage (by your Speech Analytics Vendor)
Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

Many call centers utilize speech analytics solutions because it helps streamline their overall operations ...

Next Article
What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices
What are QA Metrics? Examples of QA Metrics for Call Centers, Aligning Metrics with Your Goals, and Best Practices

Definition of QA Metrics Quality assurance, or QA, metrics refer to the data and facts your company uses t...