Etech Global Services 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 […]
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 […]
