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COPC Standards Committee Update: AI in FocusĀ 

COPC

Regular calibration of AI assessment tools to a set standard is necessary for maintaining their effectiveness. This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce. Contact center leaders must comprehend and navigate these evolving dynamics effectively.

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Workforce Optimization: What It is and Why You Need It

Playvox

Hereā€™s how QM software allows contact center leaders to automate work for your quality team, creating more efficient and less costly processes: Create powerful scorecards in minutes, calibrate evaluations against expert opinions, evaluate interactions, and automate the coaching process.