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The Transformational Power of Quality Monitoring

The Northridge Group

NOVEMBER 9, 2022

This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. AI-POWERED SPEECH ANALYTICS. Using QM assessments of individuals to determine incentives.

Contact Center 104
Contact Center contact center associations Brand ambassadors Coaching 104
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Workforce Management's Impact on Customer Service

Call Center Weekly

SEPTEMBER 13, 2018

There are certain skills in most job descriptions for Workforce jobs – a conglomeration of technical and analytical requirements. Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams. You must answer the phone to provide the service or close the sale.

Management 206
Management Customer Service contact center associations Interactive Voice Response 206
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