How one canny client ramped-up to 100% call evaluation in their contact centre, and managed to slash costs by 33%, using Speech Analytics from Cloud9
Our client knew they had a problem. They were spending a small fortune on evaluating just 2% of their agents’ calls each month. They were concerned about the 98% of calls that were not being monitored. Furthermore, it was taking weeks for reports to be generated, by which time it was too late to address urgent issues. How could they reconcile their wish for greater insight into both agent performance and the content of all calls with the huge jump in costs it would necessitate to realise this?
Thankfully, using our cloud-based speech analytics engine, Cloud9 were able to provide an affordable way to gain insight into all channels of communication by automating the entire Quality Assurance and compliance processes.
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