Tag: quality monitoring

Wondering what your fellow contact center professionals were reading about in June? Take a look at our top 5 posts for the month—topics included...

Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on...

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...

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...

It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we'd like to look...

The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring 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...

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...

One of the key advantages of a voice of the customer (VoC) platform over a traditional quality monitoring (QM) program is the ability to...

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...