Customer & User Experience Expo 2021 Programme

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Evolving the Contact Centre: Disrupting Quality Assurance through Voice Analytics Automation

16 Nov 2021
The Digital Customer
The roles within contact centres are changing. With that, the role of QA is evolving and demands for an improved customer experience are continually becoming greater. Technology is providing QA with tools that really make a difference; analysing up to 100% of the calls and identifying compliance issues, marketing insights and automatically listening and scoring calls against predefined scorecards. This enables QA to focus on customer experience and agent improvements.
Speakers
Simon Black, CEO - Awaken Intelligence
Awaken Intelligence