automate quality assurance

How Artificial Intelligence Improves Contact Center Industry

Artificial intelligence, or AI, is the gold standard in call center quality monitoring, and for good reason. Today’s automated call center quality monitoring software is so seamless in its integration that efficiencies resulting from its use can be pressed into action quickly, fairly and effectively. Active call centers record billions of hours of customer interactions …

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How Automated Quality Assurance Impacts Your Team?

Is your call center quality assurance team currently overworked and overwhelmed? If so, they are less likely to consistently provide accurate performance assessments and may overlook negative interactions between agents and customers. Spot-checking phone calls due to limited resources is simply not an accurate way to measure performance or identify areas that need improvement. Thankfully, …

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