It’s one thing knowing that the conversations agents are having are the organization’s most valuable source of customer information, and it is another enormous undertaking to extract that information, analyze it, and take actions based on the findings.
If you’re looking for ways to improve the monitoring process, coaching and performance of your agents, read this article posted at http://www.business2community.com/customer-experience/capturing-and-evaluating-agent-performance-0491072#IBwSvFb84DUC8Hl6.99
Then, contact us to schedule an online demo of how advances in technology – speech analytics specifically – will help you monitor every incoming call for specific spoken keywords and phrases and provide you with the data and knowledge to need to revamp training programs to overcome objections and provide a better customer experience to everyone your agents speak with.
Also check out another article on How Agent Performance Influences the Customer Experience.
