AI-Powered Quality: A Playbook for Modernizing Contact Center Operations
Running a contact center today can feel like juggling flaming swords. Growing customer expectations, increasing regulatory scrutiny, and rising agent burnout make it clear: The old ways of quality assurance (QA) don’t meet the needs of a modern, customer-centric organization.
Manual reviews limit evaluations to sampling, and subjective scoring of complex agent skillsets is no longer sufficient.
This Verint playbook, AI-Powered Quality: A Playbook for Modernizing Contact Center Operations, is your guide to modernizing quality management and turning it from a reactive checkbox into a proactive driver of business outcomes.
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