How Speech Analytics & Human-Assisted Quality Monitoring Programs Work Together

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Presented by

Pam Plyler, Executive Practice Lead, The Northridge Group

About this talk

Traditional contact center quality programs typically include a team of experts who evaluate agent and business performance through calls, email, chat, and social media to ensure customer service excellence. These services provide the contact center management team with specific, targeted, and practical insights to drive improvements in agent performance and business processes. Quality teams are commonly structured in a shared services function that serves as the right hand to contact center leaders. This allows them to maintain their objectivity and dedicate the resources required to consistently evaluate a statistically valid sample of interactions and continuously identify new call center monitoring standards, share best practices, evaluate trends, and prioritize action plans. Join us as we discuss how to take quality programs to the next level.

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