The tried-and-true quality assurance processes that many contact center practitioners relied on for years are probably well out of date. It is time to reevaluate how quality is tracked and measured, and to implement some sensible new practices that take into consideration the ways in which operations have evolved.
Contact Center Quality Processes Must Modernize for the Digital Era
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About the Author
VP and Research Director
Keith Dawson is responsible for Customer Experience (CX) research, covering technology that facilitates engagement to optimize customer-facing processes. His focus areas include agent management, contact center and voice of the customer, along with technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language speech tools and the wide array of customer analytics.