Speech analytics provides the unique ability to automatically ‘score’ every agent contact based on predefined categories and acoustic measures, streamlining the performance management of agents and allowing for a reduction in QA headcount.
Now that you know what it is, how can you make Speech Analytics work for your shop? This free whitepaper from CallMiner will lead you through the Best Practices and thought processes around how best to use this data in improving performance in your own agency.
Download the whitepaper now.
from the introduction:
Collections contact centers and Accounts Receivables Management (ARM) firms face a constant challenge: being able to maximize payments while staying compliant and up to date with new rules and regulations. Speech analytics can help ease this challenge by analyzing every agent contact – either during or after the call – to eliminate compliance risk, improve agent performance, and increase recovery rates. The following case study highlights how one ARM firm was able to leverage speech analytics to proactively reduce complaints and prepare for Consumer Financial Protection Bureau (CFPB) audits.