by Brian Lannan
Maintaining the high-quality interactions, or “wow” moments, of CX giants like Amazon and Zappos can be difficult. Organizations should always strive to match the experience offered by these leaders, however.
Speech analytic tools like Interaction Analyzer and Tethr can help your organization identify the amazing interactions that take place every day. These solutions help QA agents track stellar interactions, review less than optimal calls and encourage each of the factors that went into creating wow moments.
A side-by-side comparison of: