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The Importance of Quality Monitoring for Government Agency Contact Centers

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues.

Government 67
Government Contact Center Coaching contact center associations 67
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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. First Contact Resolution (FCR). These KPIs include: Average Handle Time (AHT).

Healthcare 120
Healthcare Contact Center outsourcing contact center associations 120
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