Revolutionizing QA with Speech Analytics

Knoah

Abstract:

Quality assurance (QA) is a mission-critical business function that identifies contact center and enterprise trends, and provides insights into how well each agent is performing. For the past 30 years QA has been performed in contact centers around the world in basically the same way. Managers search through volumes of recordings to find the 10% to 20% of calls that require attention, either because they are really bad or really good. If a call is bad, the QA specialist or supervisor must document the situation by completing a QA evaluation form and then arrange a coaching session with the agent. If the call is really good, the agent should be commended and, ideally, recognized.

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