This whitepaper explores the rapidly growing segment of live call monitoring, its differences from traditional post-call analytics, and some of the most popular workflows.
A use case from Santander Consumer USA will showcase how to successfully leverage a real-time monitoring tool.
With the real-time monitoring program, SCUSA is able to minimize complaints and maintain better relationships with customers, in addition to avoiding callbacks that might have resulted from an unresolved issue.
Getting Started with Real-Time Speech Analytics
Customer Contact Week | 01/30/2014