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In part one of this blog series, we reviewed traditional quality monitoring (QM) and its shortcomings. We also explored how speech and text analytics can help improve the historical approach to QM by enabling the identification and categorization of assessable calls, flagging calls of interest, and tagging recordings for easy retrieval later.
In this blog, we’ll discuss the other two ways to improve the approach to QM and transition from random samples to customer-informed....
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