next-generation contact centers

Uncapping The Potential of Next-Generation Contact Centers Using Speech Analytics

When talking about contact centers, the first image that strikes each of our minds’ is a large room with cubicles arranged in an orderly manner, agents attending the customers’ calls, and their supervisors hustling to make sure that none of the customer’s queries stands unresolved. However, as...
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agent's performance

10 Ways To Improve Your Agent’s Performance Using Speech Analytics

A large number of calls are handled by the call center executives each day. What’s impressive about these calls is that they are loaded with an abundance of information about the customers as well as the agents. This information is generally related to customer queries, the solution offered by the...
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