Using Automated Scorecards


CX Network
08/10/2018

Sponsored By:
CallMiner
Download Your Copy

We respect your privacy, by submitting this form you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here.

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. 


TO READ THE FULL STORY