Real-time monitoring is a far more effective way to track agent performance in contact centers than analyzing a small sample of randomly collected calls.
A leading, US based, telecom provider deployed a real-time agent monitoring system with StreamAnalytix, which created cost savings of $5 million through measuring and improving agent performance on key business metrics like average handling time, first call resolution, sale close rate, and disconnect save rate.
Meetup – Stream Processing with Apache Kafka, Flink and Spark
November 2, 2019 - November 2, 2019 Hotstar office (Bangalore)
Anomaly Detection with Machine Learning at Scale (India)
Sep 27, 2019 | 11:30 am IST