2:15 PM - 3:05 PM EST | Wednesday 19
How Double Positive “Supercharged” Agent Performance with SA
Mark CrowleyQuality & Compliance Manager
Contact centers worldwide are rapidly changing their stance on speech analytics from a “Nice to Have” technology to a “Must Have” tool to ensure comprehensive Quality Assurance on 100% of customer interactions. While automating your QA program and improving compliance is an important first step for contact centers, how do you evolve your speech analytics strategies to leverage the incredible amount of Voice of the Customer and Employee insights to address other important elements of your business?
Join Double Positive’s Manager of Quality and Compliance Mark Crowley as he shares how this innovative Performance Marketing organization has successfully deployed and expanded their use of speech analytics to improve agent performance, training and development along with identifying VOC insights to improve both client’s outcomes and share business intelligence.