Case Study

Case Study: Sage Payment Solutions

The challenge facing Sage was that their quality assurance (QA) process was focused solely on live monitoring of calls. While live monitoring is an effective coaching tool (as feedback is provided in real-time), it is difficult to capture the entire call and does not allow the QA reviewer the opportunity to go back and re-review portions of the call. Sage wanted a quality monitoring solution that would record 100% of agents' interactions and would provide managers with more effective coaching tools.