From Manual Mayhem to Scorecard Sorcery: How Automated Quality Scoring Can Save Contact Center Sanity!
CCNG
JANUARY 3, 2024
We listened to live calls, completed paper monitor forms, transcribed data into spreadsheets, and distributed monthly summaries by email to various teams. Without an ability to compare what is spoken against what the agent is viewing on their screen or steps actually taken, there are limitations to what speech analytics can measure.
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