![Authenticx monitors quality assurance metrics to help improve and enhance contact center management to improve efficiencies and effectiveness.](https://authenticx.com/wp-content/uploads/2022/08/ROI-Header-Contact-Center-Oversight-1024x849.png)
Contact Center Management
Do you know why patients keep calling?
(Hint: they’re already telling you)
Investing in conversational intelligence could save you over $300K every month by strategically identifying sources of friction.
Improve QA efficiencies and monitor agent performance
Problems Facing Contact Centers
- Current monitoring methods not scalable
- Quality monitoring is inefficient and perfunctory
- Lack of visibility on agent performance
- Resource time and spend is increasing, along with wait times
How Authenticx Helps
- Avoid additional spend and save 20% more time performing more evaluations with Smart Predict auto-scoring
- 50% less time spent on finding interactions by using on-demand sampling
- 100% time saved by solving issues at the root cause
- Improve efficiencies, decrease volume, implement quicker employee onboarding, and deploy more effective communication
One contact center identified $792K in monthly wasted spend.
Results found nearly 30% of contact center calls involved an obstacle or disruption to the customer. By identifying the top indicators of disruption, Authenticx uncovered where money and resources were being wasted.
![Customer Friction Case Study | Authenticx](https://authenticx.com/wp-content/uploads/2021/02/02-10-21-customer-friction-case-study-1024x576.png)
![Smart Sample | Conversation Analysis Software](https://authenticx.com/wp-content/uploads/2022/02/smart_sample_tag.gif)
Smart Sample™ with Authenticx
Focus analysis on specific, targeted topics derived from collected interactions. These data samples help analysts and leaders understand what exactly is driving data-driven results.