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Complimentary Tech Showcase Webcast: Thursday, February 12th - Do You Need 100% Call Recording to Understand What's Happening in Your Call Center?

February 13, 2015

2/12 Tech Showcase - Do You Need 100% Call Recording to Understand What’s Happening in Your Call Center? - AVOKE

We’ve all heard the phrase “less is more” but how does it relate to capturing call recordings in the call center? One would think that gathering as much data as possible would be the best approach to understanding operational costs and customer experience. However, in actuality, this isn’t the case. Call center analytics is not about the number of calls recorded but the insights gathered from the data. And endless numbers of call recordings to collect that data are not required - a representative sample will effectively produce the data needed. This presentation discusses AVOKE method of call sampling and presents real life examples and results from customers who used 100% capture vs. sampling.

http://www.crmxchange.com/webcast/call_recording/techshowcasebbnfeb2015.asp


 
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