Business
Speech analytics is an extremely powerful tool in creating a positive agent and customer experience. sentiment, trending keywords, even frustration level and be monitored and tracked.What we all have been waiting for though is real time analytics. Technology that will help and empower agents in call. Well we have found a call center leader and a forward-thinking company that is doing just that.Balto CEO Marc Bernstein joins Tom in discussion in the state of analytics, the technology behind it, how they are doing agent assist, and the technology behind their August 9th launch of real time coaching and real time QA. The ability for technology to be one actually scoring calls may not be science fiction after all.Fascinating episode on a company that is leading the way in the speech analytics space. We are very excited to present this episode. Its a can't miss for all call center geeks! https://www.linkedin.com/in/baltoceo/ https://www.balto.ai/ woof.balto.ai/boom Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel Balto is revealing two products that will change the game for QA and coachingYou'll be able to automatically QA 100% of calls in real time. All with less than 5 minutes of scorecard setupYou'll be able to alert managers for crucial moments your calls and allow them to jump in, e.g. to save calls that are about to go off the railsSign up at woof.balto.ai/boom for the August 9 product reveal!