Program: Quality Assurance

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.

5 modules 36 mins