Contact centers worldwide are rapidly changing their stance on speech analytics from a “Nice to Have” to a “Must Have” technology to ensure comprehensive quality assurance. While automating your QA program and improving compliance is an important first step for contact centers, how do you evolve your strategies to leverage the incredible amount of Voice of the Customer and Voice of Employee insights to address other important elements of your business?
Join Double Positive’s Manager of Quality and Compliance, Mark Crowley as well as Mike Wolek, VP of Contact Solutions as they as they share how this innovative Performance Marketing organization successfully improved agent performance, training and development as well as leveraged insights to enhance client outcomes and share business intelligence.
In this webinar, you will learn:
- How speech analytics is used at Double Positive
- How they matured & expanded their program
- Innovative ways they used to accelerate agent skill development
- The value realized by sharing business intelligence with clients & stakeholders