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BUSINESS SYSTEMS GUIDE TO QUALITY MONITORING...
Whitepaper brought to you by Business Systems (UK) Ltd
W. www.businesssystemsuk.com @BSLHQ
According to a forecast model released by Ovum on ‘Workforce Optimization Technologies’
“Growth in quality monitoring will continue as contact centres in mature markets focus on
compliance and meeting PCI regulations, particularly in the financial services industry”
W. www.businesssystemsuk.com @BSLHQ
With further investment predicted, this guide identifies
typical returns to be gained from a QM system as well as key
features to look out for to avoid common pitfalls following
implementation.
W. www.businesssystemsuk.com @BSLHQ
WHITE PAPER – Business Systems Guide to Quality Monitoring White Paper brought to you by Business Systems (UK) Ltd
Available for download on our website > With hundreds, sometimes thousands of calls being handled across contact centres every day, finding the time to select and evaluate the calls which hold key insights and scheduling the necessary agent coaching can be an overwhelming task. Going beyond call recording, having the right quality monitoring (QM) system in place can help make sure these tasks are more easily achieved. By uncovering the valuable insights you're looking for from calls and automating many of the manual processes, more of your time can be spent on coaching and improving the quality of agent interactions with the customer. The latest paper in our series ‘Business Systems Guide to Quality Monitoring’ highlights everything you need to know about quality monitoring, whether you’re looking to upgrade or invest for the first time.
Content Covers: - Different approaches to call quality monitoring - Outputs to expect from a quality monitoring system - 7 pitfalls to avoid when implementing a QM system
White paper commissioned by Business Systems UK Ltd. For more information please email [email protected] or call 0800 458 2988.
W. www.businesssystemsuk.com
@BSLHQ
Who should be reading this paper?: - Heads of Contact Centres & Operational Managers -Quality Managers -Quality Supervisors -Team Leaders
