5 ways to Improve Contact Center Agent’s quality using Speech Analytics

Virtually, every organization has its own contact center or outsources their contact center operations to manage and monetize their customer relationship. To achieve their objectives and deliver superlative customer service, contact centers entrust customer support agents. Improving every single call center agent’s quality to meet the established quality metrics is one of the biggest challenges faced by quality assurance analysts and managers in a contact center. Uniphore’s Speech Analytics tool-suite, auMina, serves as the magical wand that helps quality assurance teams to extract customer-agent interactions in monitoring agents’ in-call movements, and optimizing their…Read more »