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Automating Contact Centre Quality Management

7 Steps to
Automating & Transitioning Contact Centre Quality Management

Quality Management was once the mainstay of contact centre operations, when all contact was human-to-human and involved dealing with inquiries or transactions with a broad spectrum of complexity. Fast-forward to 2021 and we have a very different landscape. Quality Monitoring must be reimagined and re-rendered for this new technical and social landscape.

This paper shares the seven steps that will help you to automate contact centre Quality Monitoring.

Contexta360 WhitePaper - 7steps to automated quality management


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Quality monitoring reimagined

Dave Samuel, CPO at Contexta360 discusses the importance of quality monitoring and how it is undergoing a transformational shift.


The quality monitoring process

A visual journey through the quality monitoring process – from the perspective of improving agent or overall business performance.


Quality monitoring overview

An animated overview of quality monitoring and how it ensures the right knowledge is delivered to the right areas of the business.  


Product overview

A look at quality monitoring in Contexta360 and the benefits that it brings to the entire organisation.