Using Automated Scorecards
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Go beyond traditional quality monitoring (QM) and get a 100% accurate picture of agent performance in your contact centers.
CallMiner notes that traditional QM requires manually listening to entire calls and when initially introduced supervisors often only assessed three to five random calls per agent per month, equating to significantly less than one percent of the total customer conversations.
Put simply, each call center has many agents fielding many calls, and it is tough to know exactly what is going on in that sea of spoken words — even when all calls are recorded.
Download this whitepaper to see how with speech analytics, the seemingly impossible task of listening to 100% of customer conversations is now a completely automated and objective process.