Take your contact centre to the next level

Are your contact centre agents behaving properly?

According to a Call Centre Helper poll, teams reviewing call quality in contact centres typically monitor fewer than six calls per agent every month.

• Best practices to drive the right agent behaviours
• How speech analytics can help monitor 100% of calls
• Identifying when agents aren’t adhering to business policies
• Understanding how agents are communicating with customers, uncovering areas for improvement
• The blending of speech analytics with CRM data to guarantee data-driven decisions
• Reducing ramp time for new agents
• The growing use of gamification to further encourage the right agent behaviours