Call Intelligence Inc. has been developing, expanding the scope, and refining the focus our analytic tools for over 20 years. Early on, we saw that traditional Quality Monitoring had little relationship with, relevance to, and delivered little insight into customer experience or agent performance. Most monitoring involved a limited set of observation points, many which were qualitative or procedural in nature.
Transactional Analysis requires a much wider and deeper investigation of interaction elements, structures, and their relevance to outcomes. Transactional Analysis is omni-directional: beginning with input from the caller, following the subsequent exchange between all participants, leading to the resulting outcome.
Transactional Analyses
Our Blog