Moderated by Donna Fluss, President, DMG Consulting

Participating Companies: Envision, KnoahSoft, NICE Systems, Verint Witness Actionable Solutions

Contact center quality assurance (QA) solutions are evolving to meet the changing needs of enterprises. Quality assurance applications are still used predominantly to measure how well agents are adhering to internal policies and procedures and to provide insights into call trends. But innovators are expanding the benefits by using their QA and workforce optimization solution to help calculate first call resolution, an essential metric that measures quality, productivity and customer satisfaction. QA solutions are also instrumental in helping enterprises adhere to the Payment Card Industry Data Security Standard (PCI-DSS). Additionally, QA solutions are a valuable means for enterprises to manage their at-home agent programs, ensuring that all agents receive the coaching they need regardless of where they are based.

Join this session and learn how the new generation of quality assurance solutions can help your organization:

-Measure FCR to improve the customer experience, reduce the number of transfers/holds and reduce operating expenses
-Adhere to changing PCI-DSS requirements
-Make at-home agents feel as if they are part of the contact center environment