How many calls do you wager go in and out of your call center every day? As an enterprise organization, hopefully your answer to that question is less of a guess and more of an exact science. No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
More Doors Need More Locks
Back in the day, retailers would lock their doors and turn on their alarm system in order to keep their merchandise and customer's information secure.