Moderated by Donna Fluss, President, DMG Consulting
Panelists Include Representatives from: Autonomy etalk; CallCopy; NICE Systems; Verint; and VPI
On Demand - Live Date: May 2998
Quality management solutions have grown from basic recording and quality assurance applications to sophisticated contact center managements suites, increasingly empowered by analytics. Each of the modules within the suites – Recording, QA, Workforce Management, eLearning, Coaching, Surveying, Performance Management and Speech Analytics – provides measurable benefits to contact centers. The trick is to implement and use them properly. To get full value from these suites, contact center managers must incorporate the applications’ new capabilities into their workflow and decision making processes.