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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)
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Moving Beyond Interaction Analytics to an Omnichannel World
Moving Beyond Interaction Analytics to an Omnichannel World

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Using Gamification to Improve Contact Center Performance
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