Automating Contact Centre Quality Management
7 Steps to
Automating & Transitioning Contact Centre Quality Management
Quality Management was once the mainstay of contact centre operations, when all contact was human-to-human and involved dealing with inquiries or transactions with a broad spectrum of complexity. Fast-forward to 2021 and we have a very different landscape. Quality Monitoring must be reimagined and re-rendered for this new technical and social landscape.
This paper shares the seven steps that will help you to automate contact centre Quality Monitoring.
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Quality monitoring reimagined
Dave Samuel, CPO at Contexta360 discusses the importance of quality monitoring and how it is undergoing a transformational shift.
Quality monitoring overview
An animated overview of quality monitoring and how it ensures the right knowledge is delivered to the right areas of the business.
A look at quality monitoring in Contexta360 and the benefits that it brings to the entire organisation.