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The Transformational Power of Quality Monitoring

The Northridge Group

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. The Role of QM in the Contact Center. Contact Center Transformation Through QM.

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The ChatGPT Revolution

The Northridge Group

The model uses machine learning algorithms to continuously improve its performance and accuracy based on user interactions and feedback. In some cases, this may mean tasking contact center associates with monitoring where the technology gets things wrong and then feeding it new information.