Speech Analytics: A Top Tip for Call Centre Training
Call Centre Helper's top tips for agent training includes the use of speech analytics to indentify training opportunities.
Phonetic speech search technology can be used on agent interactions to identify specifc issues within a call. Large volumes of calls can be analysed to identify calls with specific issues and to discover trends across the call centre.
Call Centre Helper put together a list of 44 top tips for agent training, ours plus many more are available online.