Tag: QM
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...
Top 5 Quick Tips for 2016
Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful...
Top 5 Posts in March
Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of...
Empower Frontline Staff with QM Tools
How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key...
The Top 5 Posts in April
In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...
VoC: Pinpoint the Calls That Matter Most
One of the key advantages of a voice of the customer (VoC) platform over a traditional quality monitoring (QM) program is the ability to...
