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16 lines
1.2 KiB
Plaintext
16 lines
1.2 KiB
Plaintext
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another big problem in the speech analytics space.
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When customers first bring the software on,
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is that they they are blown away by the fact that an engine can monitor hundreds of Kpis.
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Right? Everything from my new compliance issues to, you know,
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human human interaction, empathy measurements to upsell aptitude to closing aptitude.
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They're hundreds literally of Kpis that one could look at. And the speech analytics
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companies have typically gone to the customer and really bang that trump. We'll get all
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of these things that we're gonna help you keep an eye on. The reality, however, is that
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a company even a contact center manager, they can't keep track in their brain even if
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they have a report in front of. Of that many Kpis. Mh. And frankly, it's overwhelming.
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So what successful companies do is they bite off no more than they can chew at any given time.
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The reality is is you can only train a call center agent on a maximum of three skills at any given day. Right?
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And by focusing on focusing on problem areas, for a week for a month depending on how bad things are.
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And then once you've mastered that skill to take a baseline of of your performance and move on to the next worst skill.
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Right, is the way that companies succeed using this product?
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