Speech analytics is an extremely powerful tool in creating a positive agent and customer experience. sentiment, trending keywords, even frustration level and be monitored and tracked.
What we all have been waiting for though is real time analytics. Technology that will help and empower agents in call.
Well we have found a call center leader and a forward-thinking company that is doing just that.
Balto CEO Marc Bernstein joins Tom in discussion in the state of analytics, the technology behind it, how they are doing agent assist, and the technology behind their August 9th launch of real time coaching and real time QA.
The ability for technology to be one actually scoring calls may not be science fiction after all.
Fascinating episode on a company that is leading the way in the speech analytics space. We are very excited to present this episode.
Its a can't miss for all call center geeks!
https://www.linkedin.com/in/baltoceo/
https://www.balto.ai/
woof.balto.ai/boom
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If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
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Watch us: Advice from a Call Center Geek Youtube Channel