We'd like to learn a bit more about you before downloading this whitepaper.

First Name
Last Name
Job Title
# of Agents
Do you currently have speech analytics?
Phone Number
Thank You!
Error - something went wrong!

How to Achieve Continuous Improvement of your Quality Monitoring

The vast majority of contact centres still manually evaluate just 1-3% of their monthly calls. This brings some significant quality monitoring challenges. Most importantly, your agents may be disengaged because they do not receive appropriate coaching. They may also feel that they have been treated unfairly because the analysis does not take into account all of their calls. This can have a negative ripple effect on your business.

The following whitepaper will review technology tips to help you improve your Quality Assurance, such as:

  • Focus 80% of your Team Leaders time on developing people by removing administrative tasks assigned to them.
  • Remove fixed and scripted approaches to conversations. Instead encourage a personalised customer experience with a
    holistic quality view.
  • Introduce self-assessments.
  • Create a complete picture of all your agents’ interactions to identify best practice.
  • Only give fair and honest feedback, to avoid upsetting agents for no reason.
  • Make agents aware of how their performance is affecting the business.
  • Encourage your agents to self-improve by allowing them to monitor their own calls.
  • Be careful when linking pay/rewards to performance.
  • Allow your agents to take a break after a difficult or negative call.
  • Think of ways you can improve the delivery of your compliance statements.
Previous Flipbook
How APIs Enable Speech Analytics
How APIs Enable Speech Analytics

We have prepared a series of white papers to show how APIs enable data, captured, tagged and analyzed in th...

Next Flipbook
How Interaction Analytics Reduces Costs, Optimizes Engagements, and Provides Rapid ROI
How Interaction Analytics Reduces Costs, Optimizes Engagements, and Provides Rapid ROI

This whitepaper explains how interaction analytics creates value and rapid ROI with examples from real-worl...