Big Voice Blog

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Posts tagged with speech analytics
Enterprise Call Scoring: Humans vs. Machines

Enterprise Call Scoring: Humans vs. Machines

Human scoring was the only option for enterprise call centers to score, monitor, and manage their agents and call interactions for a long time. At that volume of agents and calls, many call center managers quickly discovered they could not afford to re-listen to every call, but they also couldn’t afford not to. So they compromised.

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