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 […]
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 […]
Discover how to improve customer experience and boost agent performance with our guide to the best call center quality monitoring practices.
