Quality assurance (QA) is a mission-critical business function that identifies contact center and enterprise trends, and provides insights into how well each agent is performing. However, labor intensive nature of QA results in evaluations not being performed at all, or left until the last minute and then rushed through. Speech analytics-enabled precision monitoring changes the dynamics and greatly increases the value of quality assurance. This paper will discuss details on the Precision Monitoring process and how to transition from traditional QA to Precision Monitoring.
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