SYSTEMS AND METHODS FOR WORKFORCE OPTIMIZATION AND ANALYTICS

摘要

Systems and methods are disclosed for an optimizing operations at a conta ct center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytic s component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactio ns with interaction metadata.