It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded for quality and training purposes” phrase when they call your center. We understand that consistent training efforts and constructive coaching sessions are key components to ensuring the first class experience expected on every customer interaction.

It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded... Read more

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Certification 7 courses 6 h 54 min

$449per user

6. Interaction Analytics
Implementing a Customer Analytics Program

Insights into customer interactions can drive significant improvements in agent productivity, and the effectiveness of your Quality Program.

Customer service bottlenecks need to be conveyed clearly, shared widely, and acted upon quickly.What’s more, analytics can focus coaching to where it’s required most.

On completion of this course, students will learn to:

  • Appreciate the benefits that Interaction Analytics can bring to a contact center.
  • Transform agent performance through contact, screen, and speech analytics.
  • Analyze customer communications to discover service hiccups early.
  • Understand three powerful Interaction Analysis techniques.
  • Get the most from a well-structured Analytics package.
  • Outline the challenges of designing an effective Analytics program.
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5 modules 36 min

The Quality Assurance program is designed by call center experts to provide a practical and engaging learning experience. Start today.