Joe McFadden, jmcfadden@enkata.com, Enkata
Ventana Research recently reported that 70 percent of companies have deployed quality monitoring. In the majority of cases this is a manual process. And that 73 percent of companies plan to improve this process over the next two years. The report states that “ultimately, adopting contact center analytics will enable companies to automate the entire quality monitoring process, giving them the information they need to improve agent development and...
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