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Automating Quality Monitoring within Contact Centres - The Business Case

automate quality monitoringTraditionally, Quality Monitoring (QM) within contact centres has relied upon individual evaluators, being required to physically listen to a tiny sample of 'representative' recorded calls and manually scoring agents' interactions accordingly.  Even when done well, this is a resource-intensive, costly and highly subjective exercise.  When done badly, it can be catastrophic!

 

Today's best-of-breed, hosted Engagement Analytics solutions enable organisations to automate QM for 100% of calls whilst actually reducing costs. Automating Quality Monitoring, and applying it to every call, reduces cost to serve whilst enabling organisations to optimise processes and, consequently, to benefit from dramatic improvements in customer satisfaction and retention, revenue generation and employee engagement. 

This white paper looks at the business case for automating quality monitoring.


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