Do you know which of your agents are compliant with critical customer service policies? Finding compliance issues can be liking finding the needle in the haystack. And sampling 3-5 calls per agent per month does not identify true levels of compliance. This can lead to poor customer service, damage the company brand and potentially expose the organisation to significant penalties.
Through speech and text analytics you are able to identify the specific deviations from compliance policies on every call. Then use this information to target specific training to those agents based on all their call, not the handful you may listen to.