Product Updates

Enhancements to our Quality Assurance Program

The Call Center School 1 min read

We have more great news for our students!

We’re continuing to update our Quality Assurance program. Our all-new course on Interaction Analytics will be available on December 15.

Interaction Analytics allows you to categorize and analyze every conversation your agents have with customers, whether it’s a call, email, live chat, or any other way you communicate with your customers.

From a Quality Assurance perspective, the ability to identify the very best, and the very worst, is invaluable. When we randomly select customer interactions to coach, we usually find the average performance. We just don’t have the time to observe everything that every agent has done, so the worst is often missed, and the best is rarely learned from. Interaction Analytics allows us to capture demonstrable behaviors, to guide other agents to use them, and then to check that they’re being implemented successfully. Centers can see a significant improvement in customer satisfaction, productivity, and profitability by identifying, and improving, their poorest performing agents.

This course is designed to help you understand the different types of analytics available, what they can be used for, and some of the challenges you can face when implementing them.

We hope you enjoy the course.

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