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Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...
Absenteeism in the Contact Center

Absenteeism Is a Pain

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....
Contact Center Pipeline Blog