Agent Performance Analysis Using Call Recordings

[Jahangir655]

Automated call monitoring is built on the base of automatic call recording. Contact center technologies have moved from the age of manual auditing to automatically auditing agent-customer interactions.

Either mode of auditing uses recorded calls to analyze and evaluate agents on what areas they need to improve so that they can qualify customer expectations. While automated call monitoring is faster and more efficient, some auditing system needs to be in place to help call center agents to improve.

This also helps to ensure that compliance violations don't happen frequently. Since each call recording is audited, violations are flagged, and agents are informed on how to handle such scenarios without causing violations in the future.

3. Tracking Customer Behavior Using Sentient Analysis
Agents should be able to empathize and understand how customers rich people database feel. Agents well-versed in customer behavior can handle interactions without escalating them.

Developments in machine learning and natural language processing have allowed call monitoring software to understand the behavior of customers. These tools use sentiment analysis, otherwise called conversation intelligence, to analyze conversations and find behavioral nuances.


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Call center agents pick up certain skills of understanding customer behavior on call, but it isn't possible for them to pick up all behavioral cues. Call monitoring software analyzes interactions and gives agents insights into behavior that may have been missed out on during the interaction.

Sentient analysis isn't just about what the customer says but also considers the tone of the customer, the delay between speaking, and many other nuances. These insights allow agents to improve customer service.