Transcribing and analyzing every call or customer interaction are nearly impossible. However, monitoring and understanding these interactions manually and resorting to a small sample of interactions is simply not enough.
Few monitoring programs have a good idea of what to look for, but still tend to focus on specific metrics, such as abandonment, hold times, or interaction resolutions. While this information can be helpful, this type of monitoring tends to miss valuable information between agents and customers, leaving actionable insights buried in mounds of dark data.