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Creating a Culture of Self Evaluation and Improvement to Deliver Better Customer and Business Outcomes in the Call Centre

This Paper looks at how a combination of the insight provided by Interaction Analytics and smart coaching (ie coaching that is informed by accurate agent performance data) can feed the psychology of competence and create a culture of self-evaluation and improvement to enhance agent, call centre and business performance.

Previous Flipbook
Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics
Nationwide Credit Corporation Finds that “Silence is Not Golden” and Improves Compliance with Interaction Analytics

Learn how speech analytics helped Nationwide Credit Corp reduce excessive silence, escalation language, leg...

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A Data-Driven Approach to Delight Customers
A Data-Driven Approach to Delight Customers