All The Tips In One Place

Jan 31

Quality Management: What is it and why is it important to every Contact Center.

Contact Center Quality Management (QM) is the systematic process used to track and analyze agent interactions (calls, emails, and chats) w...

Jan 15

Desktop Process Analytics: What is it and how it can help to QM your back office.

Desktop Process Analytics (DPA) analyzes how long an agent uses each of their application resources during a call, such as their dialer a...

Dec 31, 2020

Audit 3 Calls per Month or 1000 Calls per Month?

Let Automated Quality Monitoring (AQM) make the decision easy. Automated Quality Monitoring (AQM) is fairly new technology that is a comb...

Dec 19, 2020

Speech Recognition Software

What every Contact Center needs it to efficiently transcribe calls and identify trends. In a 2018 study conducted by Microsoft Corporatio...

Nov 17, 2020

The Top 3 Issues Affecting Contact Center Expenses

Are you a Contact Center director/executive banging your head against the wall struggling to crack the code on why your center is missing...

Oct 19, 2020

The “WFM Impact” Methodology

(What do you mean this thing does much more!?!?) Note: This blog was written by Juanita Coley and originally published on SWPP.org back i...

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