Quality Assurance/Management

Do you see real-time speech analytics playing a part in the quality process? For example, could you use real time analytics alerts to drive quality?

January 11, 2016
Q&A

How is analytics-enabled QA different than traditional QA?

November 5, 2014
Q&A

How can one best measure the performance of contact center quality assurance (QA) analysts? What key performance indicators (KPIs) should we measure them on?

August 13, 2014
Q&A

Recently I’ve heard quality assurance programs and processes being referred to as “analytics- enabled”. What exactly does this mean?

February 13, 2012
Q&A