Contact center support is the keystone of great customer experience, the one factor that 96% of customers swear influences purchase decisions. To run a successful contact center, it is vital to monitor the calls for quality assurance purposes. Streamlining call center QC processes with AI-powered tools and solutions improves customer satisfaction. Therefore, brand reputation & revenue see a positive impact that too at a 70% lowered operational cost.
The traditional QC processes include basic systems that record metrics like hold time, call volumes, handling times, etc., and recording the calls. Specialists analyze these to pick up sentiments, troubleshooting aspects, and ways to improve interaction quality. Using AI in call center quality management can broaden it to omnichannel insights besides making it more efficient.