How to Achieve 100% Agent QA with Omni-channel Customer Analytics

Presented by

Edward Clark, Speech Analytics expert and Gus Sharples, Big Data Aggregation expert & Solutions Architect CR-X

About this talk

Take a deep dive into omni-channel customer analytics as we address the common challenges of implementing a modern call center Quality Assurance program and how CustomerView, an omni-channel customer analytics platform can enhance your customer’s satisfaction, improve sales, and reduce churn. What Attendees Will Learn: • How to implement 100% agent QA and automate call scoring, script compliance monitoring, 100% NPS, and top agent performance modeling. • How to unlock the important data within your contact center calls, web, chat, social media and other customer touch points to improve business performance and boost customer satisfaction. • The costs and risks of not having a contact center agent quality assurance strategy. • The complexities and limitations of legacy customer analytics systems.

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VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, conversational analytics, and predictive analytics capabilities into any big voice application. VoiceBase’s customers include Amazon Web Services, Home Depot, Twilio, Nasdaq, and HireVue.