Rashmi Bhambhani

Why should call centers use speech analytics?

Speech analytics is not a new tool. In fact, it's been around for approximately 15 years. Just like any other tool, in the beginning, the functionalities of speech analytics were limited, but over the years, it has grown in popularity & capabilities. Now speech...

Metrics that matter in today’s customer-centric world

This isn't another blog that lists the different metrics you can calculate in your customer support or call center organization. We want to go a bit further & talk about how you can use these metrics for agent coaching. Metrics like average speed to answer...

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