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Inside the Quality-First Contact Center

Speech Analytics: Intelligence from Recorded Calls

In the call center business, keeping track of data is essential to determine how successful operations are. The Number of calls received, number of minutes an agent takes on a single call, number of times the customer calls until their inquiry is solved, and of course, the amount of positive or negative surveys on customer satisfaction. For Callzilla, quality and satisfaction are a priority, and that’s why all of this data is compiled and analyzed using Speech Analytics, a system that is able to give us a clear idea of what our contact centers are excelling at and in what aspects the operation must be reviewed. Follow along and find out how this revolutionary technology is changing the QA game forever.

Topics: Speech Analytics

Call Center Speech Analytics: Ensure Better Business Outcomes

Speech analytics technologies are the must-have tool of today in the call center environment. Analytics enable us to have a clear idea of how customer interactions are handled, gives us info on agent performance, and automates QA processes that used to be time-consuming and took an large amount of workforce to fulfill. At Callzilla we want you to know some of the perks that using speech analytics solutions brings to your business, so follow along!

Topics: Speech Analytics