Speech Analytics: Tying Agent Performance to Corporate Goals

Presented by

Jeff Schlueter, VP of Marketing, Nexidia

About this talk

The practice of using speech analytics to drive strategic process improvement in call centers has been proven effective and valuable. The challenge arises when companies try to use existing agent quality management tools to tie into these same strategic objectives. However, with a complete analysis of all contact center activity, it is now possible to tell how agents throughout the company are performing against corporate objectives. In this webcast you will learn: • Commonly used methods for quality management such as random monitoring and scoring forms and the challenges associated with these methods • New means for relating agent performance directly to strategic corporate initiatives through speech analytics • The process of using an integrated system of speech analytics to define objectives, track agent performance, continuously monitor trends and adjust corporate goals and agent expectations accordingly.

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