Real-World Case Studies
Benefit: Optimized Agent Handling of Calls
With Talkmap, users can see best practices and compliance, e.g., for proper caller verification and/or regulatory statements.
A large bank was able to see that many agents were asking unnecessary / extraneous caller verification questions; they also were able to track where agents were providing the required statements to avoid regulatory non-compliance fees.
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Key KPIs impacted include.
Improved Customer Experience
Operating Cost Reductions
Improved Contact Center Metrics