scottkendrick

Trends in Call Center Performance and Quality Management

Discussion created by scottkendrick Employee on Oct 19, 2016

Trends in Call Center Performance and Quality Management

Software Advice

More and more small contact centers are deploying advanced solutions for quality and performance management—should you jump on the bandwagon?

 

Read this article from Gartner's Software Advice for latest trends, particularly as they related to small business.

If you’re operating a contact center, your key competitive advantage is the quality of your customer experience, no matter your size.

And, at the end of the day, your customer experience is only as good as your agents. This is why quality management (QM) systems and performance management (PM) systems have become some of the most important tools in the push to improve customer experience, even in the smallest contact centers.

 

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