Published: 19 March 2019
Analyst(s): Customer Service and Support Research Team
Customer service and support leaders responsible for quality assurance (QA) and operations can use this research to explore how speech analytics can be used to scale QA operations.
Benefits of Using Speech Analytics for QA
True Trends-Based Analysis
Easier Surfacing of Problem Calls Due to Classification
Objective Presentation of Rep Performance
2 Main Implementation Strategies
3 Considerations When Implementing Speech Analytics for QA
1. Research Technology Available to You Before Purchasing
2. Trust but Verify Speech Analytics Data
3. Ensure Integration With Other Systems
Recommended by the Authors
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