Recorded Webinar: Revolutionising Quality Monitoring with Interaction Analytics

In this webinar we looked at how you can revolutionise quality monitoring with interaction analytics.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Sean Murphy – Genesys

Topics to be discussed

• The challenges with traditional quality monitoring programmes
• The different speech analytics methods and how to determine which is best for your business requirements
• Going beyond speech analytics: how to understand all conversations across all channels with interaction analytics
• Top tips from the audience
• Winning Tip – “When giving agents bonuses based on QA, we have sessions with agents and provide guidelines and allow them to score a call so they understand what we expect”. Thanks to Letitcia1.

Original Webinar date: Thursday 15th September 2016