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Bringing Quality Monitoring into the Heart of the Contact Centre

Bringing Quality Monitoring into the Heart of the Contact Centre

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day.

Bringing Quality Monitoring into the heart of the contact centre

Quality Monitoring

Refining the QM Performance Cycle

Step 1: Analyse/Evaluate

The QM performance cycle is something most contact centers will be familiar with. However, most contact centers are failing at step 1. According to our latest report, The State of Quality Monitoring—2017, non-voice interactions are not being as closely monitored as calls. For example, only 32% of contact centers are evaluating web chat interactions and just 48% are evaluating email.

The rest of this article can be found exclusively on the Contact Center Pipeline website. Check out the rest of the article ‘Bringing Quality Monitoring into the Heart of the Contact Centre‘.

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