Revolutionizing Contact Center Quality Management with Speech Analytics
sponsored by Genesys

Recording some or all inbound and outbound telephone calls is a common practice among contact centers, and a critical means of assessing customer service quality. However, traditional quality management (QM) programs can be time-consuming, expensive and inaccurate.

This resource investigates key challenges of the traditional QM process, and introduces analytics-driven quality management as an effective alternative.

Available Resources from Genesys
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