- Record, analyze and score 100% of your calls
- Create greater efficiencies in your QA process
- Monitor key CX metrics in real-time.
- Design your own metrics to monitor unique and changing customer interactions.
- Easily search for calls by sentiment and quickly identify where those key moments occur.
- Reduce training costs by as much as 80%.
- Decrease handle time by 20%.
- Increase agent satisfaction and reduce turnover.
- Improve consistency of the service experience.
- Organize tribal information into a dynamic Knowledge Base
- Easily Build and maintain agent scripting without programmers or IT staff
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Speech Analytics is a technology that transcribes and analyzes phone calls between customers and call center agents, but is it right for your call center?Read the Full Post