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    HOW WE HELP

    Actionable Data - Complete Control

    Creating an actionable plan requires correct data that are easy to understand and monitor.

    • Immediate Turnaround Time
    • Consistent Quality Measurement
    • Increase Customer Retention and Satisfaction
    • Agent Standards That Match Yours
    Quality Assurance
    Multiple Tier Calibrations

    Multi-Tier Calibrations

    Single calibrations are a thing of the past. Welcome to multi-step calibrations that ensure accuracy every time across the whole team.

    • QA Team Alignment
    • Supervisor Agreement
    • Full Accountability Management
    • Weekly Calibration Sessions

    HUMAN + AI

    Our Accuracy Matters

    Increase Speed With The Efficiency Of Artificial Intelligence Data Collection

    Humans do not have the speed that AI can deliver, which stops you from gaining the data needed to run your business with maximum efficiency.

    Utilize the power of AI

    • Speed
    • Power
    • Accuracy
    • Efficiency

    Increase AI Accuracy With First-Line Human Verification

    Although AI is swift, the information needs to be verified. Without verification, the data could be inaccurate and produce false positives and negatives.

    Human Verification

    • Human accuracy
    • Higher certainty
    • Increased efficiency
    • Better performance

    Increase Human Accuracy With Up To Three Levels Of Blind Review

    Call Criteria analysts will blindly review an interaction up to 3 times based on the calls where AI determines differences between reviews and its analysis.

    Human Recheck

    • Analyst verification
    • Complete certainty
    • Better efficiency
    • 99.5% accuracy

    Ensure Your Team Remains Accountable For All Actions Within The Call Criteria Dashboard

    Identify which of your Supervisors are actively reviewing calls that have problems and those that are not coaching and training their agents.

    Accountability Management

    • Confidence
    • Performance
    • Compliance
    • Stress-free QA
    Using Speech Analytics

    Using Speech Analytics and Human Precision To Your Advantage

    Achieve automated call quality monitoring through the use of our AI technology

    99 %

    Accuracy

    Our perfected blend of computers and humans guarantee more accurate results

    78 %

    Cost Reduction

    Paying only for call minutes and not overhead has an immediate ROI impact

    Focus On Actionable Insights

    Focus on Actionable Insights

    We provide Quality Analysis that provides actionable insights to improve your service and ROI.

    • Data Collection
    • Coaching Management
    • Live Dashboard
    • Dedicated Account Manager

    BLOG

    Recent Blog

    July 7, 2022

    Some of the Benefits of Voice Analytics

    It’s no secret that call centers are a vital part of many businesses. However, what is a secret is the amount of data that call centers generate. Until recently, this data has been largely ignored. However, with the advent of voice analytics, all of that is

    Read More

    November 17, 2021

    Coaching in a Call Center – Eliminate Persistent Mistakes

    Call centers are only as good as the agents on the phone. You want them to be as efficient and well-trained as possible to deal with any eventuality. Coaching in a call center may seem like a daunting task, especially when you have hundreds of people with

    Read More

    November 16, 2021

    AI and Human Voice Analytics – Creating Better Call Centers

    Every call center, especially contact centers, is built around the concept of the customer journey. The customer journey is the path that a customer takes from the first time they hear about your brand all the way through to when they purchase your product or

    Read More

    November 8, 2021

    Agents Shouldn’t Be Considered ‘Outdated’ in the Modern Call Center

    In the modern call center, artificial intelligence has become a key component of customer service. The ability to automate many tasks and provide real-time responses is critical for today’s call centers. But as AI becomes more prevalent, it also raises

    Read More

    November 4, 2021

    Artificial Intelligence Influence on Call Center Performance

    This article is going to focus on answering a common question: Can artificial intelligence influence call centers? Does AI change the results that they acquire through the data provided, and will we will see unmanned AI-controlled call centers and QA

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    October 28, 2021

    Call Center Sentiment Analysis is Vital to Customer Expierence

    What is Customer Sentiment Analysis? Customer sentiment analysis is an analytical technique used by companies in order to gain insights into their customers’ opinions, attitudes or emotions towards them. It helps businesses understand what they are doing

    Read More

    October 19, 2021

    What Industries Use Quality Assurance? Q&A

    What Industries Use Quality Assurance in their Call Center? Quality assurance can be used by any industry that has an interaction with customers or clients, such as call centers and customer service departments. The most common uses of QA are: Customer

    Read More

    October 18, 2021

    Improving Sales Performance through the Advantages of a High-Performing Dashboard

    How Can a Call Center Improve Sales Performance Call/contact centers can improve sales performance by using the following techniques: 1. Use a call tracking system to monitor sales agent and sales team calls, identify problems in your process, and make

    Read More

    October 18, 2021

    How AI Speech Analytics Enhances the Process of Customer Service

    What is Speech Analytics in Call Center? The process of speech analytics involves analyzing conversations that are captured by call centers to identify patterns, trends, and anomalies within them. This helps companies improve their services and products

    Read More

    September 2, 2021

    18 Top Points for Top Call Quality Monitoring

    If you are looking to improve your contact center call quality monitoring, there are so many things that you can try. Whether it is for more first contact resolutions or because of previous external benchmarking, this article will go through 18 points that

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