Measuring ROI of Speech Analytics Implementation at Contact Center

By |2022-03-01T01:23:18-06:00February 25, 2022|

Digitalization is optimizing the existing processes in many businesses. Adopting a new technology demands sheer determination, effective change management, and decent user adoption.

Why Coaching and Learning Tools Are Integral to Your QA Program?

By |2021-06-03T10:24:37-06:00May 26, 2021|

Every business needs to be constantly on the lookout for new ways to evolve. If you want to make meaningful progress as a company, one of the best things you can do is seek out new opportunities for growth and improvement.

How to Take Your Contact Center to the Next Level with Effective Quality Assurance?

By |2021-05-22T14:58:34-06:00December 28, 2020|

Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the business that is selling the product. Most businesses realize that this interaction is important when it comes to building customer loyalty because customers are unlikely to return if they don’t like the quality of service that they receive. For this reason, it is essential for every business to employ an effective contact center quality assurance approach. Having a quality assurance program will give your contact center the ability to monitor agent performance while revealing actionable insights for making necessary improvements to ensure your center is always on the right track. Below are some of the ways in which effective contact center quality assurance can take your contact center to the next level.

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