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Benchmark Research - Modern Standards for Monitoring Contact Center Quality

 Delivering a great service experience in today’s competitive landscape is difficult for even the most sophisticated service organizations.  ICMI and NICE partnered to survey hundreds of contact center executives on the state of their quality management program as well opportunities for improvement and innovation. Download this benchmark research survey and learn about quality management best practices. Some topics covered include: 

• Contact centers’ strengths and weaknesses
• Top challenges that executives are facing
• New opportunities to innovate to ensure that a quality customer experience is being delivered 

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