Next-Generation QA Solutions Take ROI to the Next Level
By Donna Fluss
The new generation of contact center quality assurance and recording solutions keeps getting better. The new generation uses workflow to make findings more actionable, enabling managers to rapidly realize even greater benefits. If you have not used a quality assurance solution in the past, it’s time to make the investment, as the system is likely to pay for itself in 6 to 12 months, while improving the experience of both customers and agents. Companies that already have a recording and quality assurance solution but have not upgraded it in the last 4 years should take a fresh look at the enhanced products now available. Innovative new releases drive the behaviors and outcomes that can help you deliver a differentiated customer experience while generating incremental savings and benefits for your agents and supervisors. This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. It helps you identify and prioritize savings and benefits from these solutions, and also provides best practices and tips to promote a successful implementation.