QA

The Advantages of Analytics-Enabled Quality Management

July 16, 2019
Analytics-Enabled QA, Interaction Analytics (Speech & Text), Newsletters, Technology & Applications

Cloud-Based ACDs and Dialers Come of Age

December 10, 2018
Automatic Call Distributors (ACDs), Dialing, Newsletters

Implementing a balanced scorecard to measure agent and contact center performance

December 10, 2018
Q&A

“Smart” contact center solutions that use artificial intelligence

November 13, 2018
Q&A

It’s Time to Replace Traditional QA

November 13, 2018
Newsletters, Quality Management / Analytics Enabled QM (AQM)

What additional information can we use to determine customer satisfaction?

October 16, 2018
Q&A

What can we do to attract candidates for contact center agent job openings?

August 31, 2018
Q&A

How do omni-channel contact centers route interactions?

August 13, 2018
Q&A

Call Center Quality Assurance Best Practices for Empowering Agents

July 26, 2018
Agent Management, Best Practices, Posts, Quality Management / Analytics Enabled QM (AQM)

What’s the difference between attended and unattended robotic process automation (RPA)?

July 2, 2018
Q&A

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