Driving Improvements in Operational Efficiencies through Speech Analytics

November 6, 2019

Ashley Holley Grayson Headshot

Ashley Holley-Grayson

Quality Assurance Manager

Scott Johnson

Business Analyst

2:30 PM  -  3:15 PM
Compass Rose West

Call center supervisors and quality assurance specialists are inherently limited in their ability to monitor the subtle behaviors of the call center agents. This presentation explores how the Vervent team discovered three common, otherwise undetectable, instances of agent behaviors that were decreasing our call center’s performance, and how we utilized Speech Analytics to track and greatly reduce the frequency of these behaviors.

Session Category :  Fundamentals