Partner News: 5 Quality Monitoring challenges which Interaction Analytics can solve

Leaders in customer service are well aware that every customer contact can impact their contact centres bottom line. It is for this simple yet important reason that call quality is increasingly highlighted and monitored within contact centres. Today’s Quality Monitoring (QM) programs however, do not come without their faults, where some of the processes and corresponding functionalities to support these incentives are often outdated.

In a market that is rapidly changing due to increased customer expectations, Speech and or Interaction analytics can be a technology game-changer.

Here we delve into some quality associated challenges organisations succumb to, and how an analytics orientated programme can help.

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