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COPC Standards Committee Update: AI in Focus 

COPC

Call Quality Assessment: Insights and Ethics AI listens to calls, scores agent performance objectively (based on training) and generates detailed feedback reports. This This shift in responsibilities presents both opportunities and challenges for the future of the contact center workforce.

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Call Center Workforce Management

NobelBiz

Jennifer Brown Jennifer has 35 years in the call center industry, with the last 25 spent in leadership. Responsible for sales training, supervisor to telemarketing, sales & service. She has managed multiple call centers in the US. She started as a rep. And enjoyed it so much that she stayed and worked her way up.