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

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.
Recorded Apr 23 2020 9 mins
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Presented by
Pam Plyler, Executive Practice Lead, The Northridge Group
Presentation preview: How Speech Analytics & Human-Assisted Quality Monitoring Programs Work Together

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CCNG member topics for contact center& customer care professionals
CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners.

Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience.

This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.

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  • Title: How Speech Analytics & Human-Assisted Quality Monitoring Programs Work Together
  • Live at: Apr 23 2020 9:35 pm
  • Presented by: Pam Plyler, Executive Practice Lead, The Northridge Group
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