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Improve ROI In 2024 By Re-Evaluating Your Contact Centre Quality Assurance

Quality assurance (QA) has always been the bedrock of excellence in contact centres, ensuring that customer interactions meet predefined standards of service quality.  Traditionally, measuring QA posed numerous challenges for contact centre managers, leading to inconsistencies, limited insights, and missed opportunities for improvement. However, the introduction of speech analytics has ushered in a paradigm shift […]