There are thousands of interactions between agents and customers every day. It can be a challenge to dial into individual agent challenges, and it’s certainly difficult to understand more pervasive issues that impact the entire team. Implementing automated interaction analytics for voice and text-based channels allows you to quickly get valuable insights into your contact center performance and the voice of the customer.
Read this eBook to Better Understand:
- What interaction analytics is and how it works
- How to use interaction analytics to ensure agent self-improvement
- How interaction analytics help to automate the QA process
- Why automated scorecards are an easy way to measure the effectiveness of agent interactions
- How consistent measurement of agent performance helps you deliver on your brand promise