Precision Monitoring - A New Trend in Quality Management
Source: NICE Systems
In today's competitive marketplace, contact center managers constantly struggle to track, understand & manage performance. Although an automated monitoring program goes a long way to improve contact center performance, many have found that assessing agent performance based on a random sample of calls lacks the precision necessary to manage specific agent skills, or to conduct analysis of larger business issues. This webcast presents a new trend in quality management - precision monitoring - where recorded calls are selected for evaluation based on the information they contain.