Nothing can tell you more about your business than analyzing your customer calls. Call recordings can become a gold mine of rich insights about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance and campaign effectiveness. But the sheer volume of phone calls exceeds the contact center’s ability to manually review and analyze them. Manual review can process only a fraction of calls using unsophisticated analysis.
Wednesday, November 20, 2019
Monday, July 29, 2019