Contact Center Quality Assurance

The measurement of performance is fundamental to contact center operations of all sizes. The contact center quality assurance (QA) measurement process is often one of the main performance data collection vehicles for management. With the power of analytics-driven QA, organizations can see the quality of their operations and customer interactions clearly at all times, along with early warnings of problems and bottlenecks.  However, many contact centers do they have adequate resources in place to meaningfully track and improve performance or quality.

Traditional contact center QA has been used to monitor and improve internal agent quality and compliance for the past 30 years. These traditional QA tools and processes that are still in use may be too cumbersome and inadequate to embrace the latest customer mindset  
Delivering an exceptional customer experience across multiple touch points goes beyond the traditional integration of technology – it requires improved agent skills and the real-time orchestration of the full array of the contact center‘s knowledge resources and relevant applications by making them more intuitive and efficient.

Customer Experience Peer Research study conducted by Forrester Research in 2010 revealed the following alarming statistics:
 
–30% of today‘s organizations incorporate the needs of target customers into their decision-making process
–31% recognize and reward employees across the company for improving customer experience
–31% closely monitor the quality of interactions with target customers
–40% report that their employees fully understand the key attributes of the brand they represent

One  of the leading strategies for today‘s organizations is to undertake the unified monitoring of all customer interactions to gain accurate insight into present and future customer behavior. The focus is no longer just on recording calls or randomly checking on how well agents adhere to scripts and policies, but much more on prioritizing recordings and data presentations across channels according to their business value – so that every minute of the in-depth quality evaluation is optimized by its potential to deliver business insights. With this comes increased attention to how the data that comes with customer interactions can be better collected, consolidated and promptly turned into actionable information.  These issues are discussed in a new VPI white paper

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Quality Assurance 2.0, The Rebirth of Contact Center QA

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