The Contact Centre QA "X Factor" - How to Drive Business Results with Automated and Hybrid Quality Assurance

Quality assurance (QA) and quality monitoring (QM) are some of the most important tools for contact centre management.

But today, most organisations have a large disparity between the number of QA analysts and contact centre agents. So, how do you maintain customer-centric standards around contact centre quality, while continually enhancing employee experience?

In this new eBook, you’ll learn about a hybrid approach to contact centre QA that’s otherwise known as the ‘X Factor’, including how to:

• Take a staged approach to automating QA
• Analyse 100% of omnichannel conversations
• Leverage automated scorecards
• Removing repetitive tasks from QA’s workload

Download this exciting and enlightening eBook today, and start applying the ‘X Factor’ to your own QA environment.