“THE RAPIDLY CHANGING WORLD OF MONITORING-NEW INNOVATIONS,
SUCCESSFUL IMPLEMENTATION APPROACHES”
Date: March 16th from 1:00pm – 2:00pm
Quality Management (QM) and liability recording suites have improved dramatically during the last two years, with more innovation expected during 2006. The core platforms (QM and recording) yield a rapid return on investment of 6 to 12 months from the time the system is fully implemented. Newer applications, such as speech analytics, can speed up the financial return. As the tactical and strategic mission of a contact center evolves from that of a reactive cost center to a proactive, engaged profit center, companies will have little choice but to purchase new QM/recording suites or upgrade existing ones to remain competitive. It’s challenging to select a new QM and recording vendor because there are so many good options. Vendors large and small have enhanced their offerings to include value-added functionality and services to meet the needs of this growing and increasingly demanding market.
In this Great Debate, Donna Fluss, leading industry expert and author of The Real-Time Contact Center and the annual Quality Management/Liability Recording Product and Market Report, interviewed a panel of end users regarding the “dos and don’ts” of quality management implementations. Fill out the form and you will be taken to a recording of the debate.