How Contact Centres are using Quality Monitoring

When your agents are successful your contact centre will also be successful. Unfortunately the reality of a contact centre is a hive of commotion with tough targets to hit, strict budgets to stick to and staff shortages a commonality.

In order to stay on top of the commotion, the right Quality Monitoring software can quantify the success of agent interactions making it easy to develop agent performance, enhance customer service and drive business revenue.

Most contact centres will have a form of Quality Monotoring in place, however the method used can vary greatly, potentially impacting the success of any organisation.

We thought it was time for an overview on how contact centres are using Quality Monitoring.

‘How Contact Centres are using Quality Monitoring’ report consolidates the results from 100 contact centres of various sizes and sectors to identify and share with the industry how different businesses are using this technology in their organisation.