White Paper

White Paper: Quality Management: Value-Added Solution For Emerging Contact Centers

In many enterprises, the contact center is the most customer-facing department and at the heart of the contact center are the agents. Every interaction they have with customers could earn a new customer, retain a current customer or, unfortunately, lose a customer—providing the very reason to employ Quality Management. These tools help to closely monitor the agents' work against a consistent set of Key Performance Indicators (KPIs), offer personalized coaching to help hone agents' skills, and track the effectiveness of on-going coaching.