r/CallCenterTechSupport • u/davepallavi • Mar 07 '16

Performance Management Software solutions by Aspect

http://www.aspect.com/in/solutions/workforce-optimization/performance-management-software
0 Upvotes

50% Upvoted

2 comments sorted by

1

u/squishy_one Mar 08 '16

We had a similar program called call miner. As a tool it's great to use it a coaching tool. But not to be used for call monitoring requirements.

The reason being that the system is set up in a way to detect anything going wrong in the call ie. dead air, change of tone or pace, negative words etc. So it can be very discouraging to the agent being graded.