The Transformational Power of Quality Monitoring
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.
Contact center associates need to be able to quickly assess where customers are...
Quality Monitoring is Suffocating: How to Breathe New Life into Your Program
I remember a friend of mine saying to me once that when he sees an ugly baby, he tries so hard to find some positive way to describe them to the parent. “Wow, your...
Bringing Quality Monitoring into the Heart of the Contact Center
Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back...
Speech Analytics and Quality Monitoring
Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on their wish list. If you have not had the opportunity...
