The pandemic has expedited digital transformation and automation goals across organizations. Contact centers, the typical customer-facing channel, have hardly changed in decades. But change is in the air.
Today AI and automation can help contact centers to automate most of the quality management processes. The QA automation in a contact center helps to meet two high-level goals. It helps to monitor/improve agent-level performance, and it helps to evaluate/streamline business-level tasks.
This whitepaper will help you understand:
- The current state of contact center quality management process
- Delivering high-performance quality management with automation
- How QA automation drives down costs and improves business results