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Guide
how to revolutionize your 2021 qm program
Improve QA process, drive better evaluations, and coach with impact.
You've automated other areas of your contact center - from IVR to chatbots - but what about the treasure trove of QA insights in every customer interaction? Learn why you should extract that data and use it to monitor agent performance and CX across 100% of interactions.
What's inside?
- 5 problems with current QA practices (and how to fix them)
- 4 top use cases for QA automation and target KPIs for each
- 6 steps for optimizing coaching programs
- How to avoid coaching based on outlier calls
- Plus, a checklist to help you choose the right QM vendor