Quality assurance (QA) has been around for a long time, but it remains at the forefront of the battle to improve contact center performance and customer experience. There are many experienced quality managers and supervisors working in contact centers today, and most of these operations have thousands if not millions of interactions stored. However, the contact center industry as a whole is missing out on huge opportunities to improve performance and gain insight, as the vast majority of these stored customer interactions are never used.
To counteract this problem, companies are increasingly using AI-enabled agent quality assessment to transcribe and analyze all interaction recordings, consistently and objectively.
Download this whitepaper to learn more about what other organizations are thinking. See how you can benefit from AI-enabled agent quality assessment in your contact center.
We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably. Globally, Enghouse Interactive’s divisions support over 10,000 customers across 100+ countries, respecting local regulatory requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.