Tag: QA
Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind
Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...
Top 5 Posts in October
Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic...
Top 5 Posts in October
What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts...
QA in an Omnichannel World
Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...
Inside View: Moni Smart Security
The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...
Omnichannel: Reevaluating the QA Process
Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
How to Align Frontline Training with QA Results
As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals....
