2016-05-10
I was reading a Forrester Brief from Ian Jacobs1 recently on the topic of speech analytics. One thing that really caught my eye in the brief was his suggestion of using analytics to improve the quality management process.
In the brief Ian wrote the following: “A solid quality-driven analytics program starts by flagging calls for review where agents either add or remove value from the business.”
After reading the brief, it got me thinking about companies leveraging technology for connecting customers and employees—and does that technology add value to the business?