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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

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We hope you enjoy the whitepaper.