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From manually listening to a handful of calls, to real-time monitoring 100% of customer interactions, call center quality assurance has come a long way. Rather than just being a function of listening to customer calls and rating agent behavior, contact center quality monitoring has expanded into becoming a strategic function which empowers customer service departments […]

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Emerging technology is disrupting many business processes. With the arrival of Industry 4.0, call centers are not only responsible for responding to customers on calls, but also on live chat, email and social media interactions. Different types of customer interactions require an innovative approach to call center quality monitoring. The quality assurance process in call […]

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Speech Analytics is one of the most remarkable technologies in today’s marketplace. In the contact center industry, it plays a significant role to automate the process of analyzing a large amount of customer interaction data that helps identify patterns and take actions to improve agent performance This remarkable technology helps enlighten the call centers and […]

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Quality Monitoring needs to be the cornerstone of your call center management efforts. If you optimize quality monitoring practices, it will help you enhance the quality of the service your contact center provides to its customers, increase their efficiency and reduce wasteful spending. The benefits of optimizing your call center quality monitoring practices can help […]

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