For over 40 years, quality assurance (QA) has been an absolute necessity in contact centers. It’s foundational for improving agent performance, organizational compliance and overall customer experience—its value so entrenched that the underlying technology and techniques have remained fundamentally the same for many years.
But the foundation is cracking. Customer and employee expectations are changing, and so is technology. In an always-on world, the pace of business has intensified. These changes are pushing traditional QA techniques and resources far beyond their limits.
Read the eBook, and learn vital tips on how to give QA a makeover and insights:
- How to simplify complex customer service interactions
- How modernized tools help you attract, retain and motivate employees
- How automation can make QA "change-ready"