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Increasingly, supervisors are using this information to coach agents, serve as fodder for gamification and deliver rewards. The performance analytics can deliver advice to analysts in a self-service manner, with critique of their verbal queues, tone of voice, speed of talking, etc.
And to me, that is really all about helping customers resolve their issues quickly and easily. In a lot of our organizations, that really means self-service or empowering our customers to accomplish tasks in the technology on their own so that they don’t even have to contact us. That’s another really good one.
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