Fast Track your Contact Center Quality Assurance Program with the Cloud

Six ways the cloud improves operational efficiencies and boosts customer experience

Published August 2017

Your contact center’s quality assurance program isn’t a box to be checked, it’s a mandate. No contact center can survive for long without it, and a robust quality monitoring process is fundamental to delivering a great customer experience.

Quality assurance plays a substantial role in boosting the customer experience and identifying strengths, weaknesses and inconsistencies in interactions and processes. It drives key contact center metrics such as first contact resolution, average handle time, customer satisfaction and sales effectiveness. Yet developing a more comprehensive understanding of quality in the contact center requires advanced tools and capabilities, and that technology is constantly changing.

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