Top 5 Posts in August
Robert kicks off our top 5, showing us how contact center intelligence (CCI) can make our centers smarter.
Over to April, who begins her...
QA Through the Agents’ Eyes
We’ve analyzed quality assurance (QA) from every possible angle: scoring models, calibration sessions, and compliance metrics. But how often do we look at QA...
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...
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...
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...
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...
