Moderated by Donna Fluss, President, DMG Consulting
Panelists Include Representatives from: Autonomy etalk; CallCopy; NICE Systems; Verint; and VPI
Date: May 28th, 1:00 pm Eastern to 2:00 pm Eastern
Quality management solutions have grown from basic recording and quality assurance applications to sophisticated contact center managements suites, increasingly empowered by analytics. Each of the modules within the suites – Recording, QA, Workforce Management, eLearning, Coaching, Surveying, Performance Management and Speech Analytics – provides measurable benefits to contact centers. The trick is to implement and use them properly. To get full value from these suites, contact center managers must incorporate the applications’ new capabilities into their workflow and decision making processes.
The 2008 Contact Center Quality Management Great Debate will address the following issues:
1. Best practices for determining which modules will give your contact center the biggest return.
2. Best practices for enhancing your quality management program with performance management.
3. Best practices for using speech analytics to improve productivity and the overall customer experience.
4. Best practices for incorporating customer surveying into your QA process.