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We need to know not only what your customers say, but what our agents say. And we need to make sure that the business processes agents follow offer the best solution for the customer.
Speech analytics solution should give our call center the intelligence needed to determine call drivers, uncover root cause and improve performance at the agent level. Tool should allow us to tackle common objectives including improving average handle time and first call resolution rates, tracking outsourcer effectiveness, improving business processes, and increasing market intelligence.
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