The Contact Center QA “X Factor”
How to Drive Business Results with Automated and Hybrid Quality Assurance
Quality assurance and monitoring are essential tools for contact center management, but traditional manual QA methods can only cover a small percentage of customer interactions.
With customer experience being a major competitive differentiator and employee experience being paramount, it's time to consider a more automated and hybrid approach to QA.
This white paper explores the importance of customer and employee experience in the contact center industry, with a focus on improving QA through automation and hybrid methods.
Included in this white paper:
- Understand the importance of customer and employee experience in the contact center industry
- Learn how to implement automated and hybrid QA processes step by step, to achieve quick wins and measure success
- Uncover the benefits of automated QA scorecards for you agent community
- Discover how to appropriately deploy AI and automated or hybrid QA to support your business where it is today, as well as drive toward a cycle of continuous CX improvement.
Get the white paper
Resource Sponsored By
CallMiner is a Massachusetts-based software company that develops speech analytics and interaction analytics software. It was founded in 2002 and is headquartered in Waltham, MA with offices in Fort Myers, FL, Boston, MA, and the United Kingdom.
For more information about CallMiner, please visit www.callminer.com