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