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The Importance of Quality Monitoring for Government Agency Contact Centers

The Northridge Group

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.

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From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

Vistio

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.