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, 2016Q&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, 2014Q&A
Recently I’ve heard quality assurance programs and processes being referred to as “analytics- enabled”. What exactly does this mean?February 13, 2012Q&A