Calls have been recorded for over 2 decades, but the rules have changed. For example, if your organization is recording for coaching and NOT protecting credit card numbers as they're spoken or shown on the agent's screen, it's time to consider options to mute and mask that data.
If your pouring over thousands of calls looking for an agent to forget a script, skip a disclosure or disposition a call, then it's time to look for technology like speech analytics and Automatic Quality Monitoring (AQM) to identify, alert and coach to the right topic.
Watch the Success Story Video linked above to hear how a simple call disposition through speech analytics saved the company millions.
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