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Locating Repetitious Talk

Question asked by christinegonzalez on Nov 23, 2016
Latest reply on Nov 28, 2016 by shawnfeaser

When agents repeat themselves when speaking to a customer, it can quickly add to their total talk time and average handle time. Given, sometimes company jargon can be confusing, but what are some syntax/words we can target to identify when an agent is speaking too quickly, or is not clearly explaining themselves? It seems tedious to look for single words such as "again", "once more", "like I said"

 

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