5 Benefits of Collecting Metrics to Identify Common Contact Reasons

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is […]

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Don’t Lose the Forest for the Trees: Turning Speech Analytics Data into Action

Speech analytics solutions, while invaluable to any enterprise looking to better manage risk and compliance or improve agent performance and contact center efficiency, can sometimes drown a contact center manager in reports. Speech analytics tracks every aspect of every customer interaction so a manager can pull data on every transaction every agent ever handled; search […]

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