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Using Speech Analytics to Accelerate Agent Development and Customer Outcomes

The use of post-contact and real-time interaction analytics for sustainable improvements in contact center and agent performance is proving its worth time and time again.

Join Tracy Dudek of State Collection Service Inc (SCSI) for this enlightening webinar as she shares how their progressive use of Interaction (a/k/a Speech) Analytics over the last 6 years has helped to dramatically expand and improve their quality control process, agent development, operational efficiency, customer experience, client satisfaction and recovery results.

Attendees to this informative webinar will learn how SCSI:

  • Blends post-contact and real-time analytics to support business objectives
  • Accelerates agent training and development to improve outcomes
  • Identifies and reduces efficiency robbing issues within the contact center
  • Reduces repeat callers to improve customer experience and satisfaction.
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