Too many organizational resources are being spent on quality assurance and inspections in contact centers today. Oftentimes this is happening right after a call ends or even later.
This can decrease contact center output and leave problems to fall by the wayside instead of dealing with customer or employees issues as they occur. To counter this, quality assurance needs to be infused directly into the interaction itself.
Listen as Contact Center Expert Brian Flagg discusses ways this can be done – today.