VPI's Vice President of Workforce Optimization, Patrick Botz, recently sat down with Paul Stockford of Saddletree Research to about the changing role of quality assurance (QA) in the contact center and new strategies that allow contact centers to fine-tune the QA process in order to gain more value out of the quality monitoring process. In addition to being the Chief Analyst for Saddletree, Paul is also the Director of Research at the National Association of Call Centers. So he really is busy keeping his finger on the pulse of the industry.Paul’s research recently found that call center quality assurance (QA) systems are the most widely used solution in the contact center today - with 74% of the industry currently using some form of QA technology. However, most organizations are not maximizing the value of their QA efforts - they're still employing random call monitoring practices that cannot embrace the latest customer mindset and often contribute to customer dissatisfaction, organizational turmoil and reduced agent morale. In this short podcast, Paul and Patrick discuss the importance of using analytics to monitor quality in the contact center and why random call monitoring is no longer a valid strategy as it was decades ago.
Click here to listen to the entire podcast. A short registration is required.
Are you still randomly monitoring your calls?
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