White Papers & Guides
Business Systems Guide to Quality Monitoring
With hundreds, sometimes thousands of calls being handled across contact centres every day, finding the time to select and evaluate the calls which hold key insights and scheduling the necessary agent coaching can be an overwhelming task.
Going beyond call recording, having the right quality monitoring (QM) system in place can help make sure these tasks are more easily achieved. By uncovering the valuable insights you're looking for from calls and automating many of the manual processes, more of your time can be spent on coaching and improving the quality of agent interactions with the customer.
The latest paper in our series ‘Business Systems Guide to Quality Monitoring’ highlights everything you need to know about quality monitoring, whether you’re looking to upgrade or invest for the first time.
- Different approaches to call quality monitoring
- Outputs to expect from a quality monitoring system
- 7 pitfalls to avoid when implementing a QM system
Along with our guide, don't forget to also download our bitesize infographic on the ins and outs of QM technology!