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Tag Archives | Quality Assurance

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

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Cloud-Based ACDs and Dialers Come of Age

Cloud-Based ACDs and Dialers Come of Age Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. But this is no longer the case. DMG just completed our annual research on the CBCCI sector (see the Abstract for our most recent report on [...]
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It’s Time to Replace Traditional QA

It's Time to Replace Traditional QA Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback. The idea has always been [...]
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