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.

Why is Effective Quality Monitoring the Secret to Improve Your Brand’s Customer Experience?

By |2021-05-22T14:54:13-06:00April 26, 2021|

Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.

What are the 3 Contact Center Quality Monitoring Mistakes That Are Causing Problems For Your Team Members?

By |2021-05-22T14:58:21-06:00December 29, 2020|

Having a contact center quality assurance (QA) program is crucial if your business is scaling fast and wants to continue to deliver a consistent, remarkable customer experience. If not set up correctly, your planned quality monitoring program can end up backfiring. Simply having a contact center quality assurance program is not enough. You need to begin your program with the expectations of your team members who work in the frontline. If you see that they are not able to deliver great results, they most likely are having issues and push backs that you might not be aware they are experiencing. So, the first step you need to take if your quality assurance program is not on track is to identify areas for improvement.

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