As guest speaker, Principal Analyst Ian Jacobs of Forrester Research, shared on our webinar, “Empower Your Employees with More Data, More Automation,” that using technology to automate your quality program — from scoring through coaching — can produce real-life benefits to your quality team as well as your frontline employees, your customers and your company.
As a follow-up to the webinar on automated quality management, he has produced a written response to the 5 important questions which he addressed. Read these valuable perspectives in the Automated Quality Webinar Q&A document.
Ian Jacobs
Principal Analyst, Forrester Research
Ian advises senior customer service and customer experience executives on the technologies, processes and services that they use to win, serve and retain customers.
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