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UK Contact Centre Decision-Maker’s Guide 2018-2019

Consistently one of the most widely-used contact centre technologies, call recording is used by 92% of this year’s respondents, 14% of whom state that they wish to replace or upgrade their current system.

In this 16th edition excerpt chapter on Quality Call Recording, Performance & Quality Assurance from the Contact Centre Decision-Maker’s Guide gain insight into the survey data from hundreds of experts. 

Learn more about: 

  • Current & future use of call recording
  • Situational call recording
  • How is recording used by the business?
  • Effectiveness for quality assurance 
  • Challenges to effective QA
  • Key issues in quality assurance & management
Previous Video
Identify Root Cause to Reduce Calls Featuring Thomson Reuter's
Identify Root Cause to Reduce Calls Featuring Thomson Reuter's

CallMiner speech analytics is used by Thomson Reuters to identify what drove customers to call, understand ...

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Making the Voice of the Customer Work
Making the Voice of the Customer Work