Join us on Wednesday, March 18, at 2:00 PM ET for an interactive and informative hour.

Quality management and quality assurance (QM and QA) are important elements of any contact center. The tasks involved can be time consuming and difficult. Traditional methods have focused on the phone conversation as the primary—or even sole—source of input. Scorecards have been built focused on limited data and are producing only partial views of the quality of interactions.

Modern contact centers are using omnichannel solutions to respond to customer needs, and so multiple sources of quality management data are available but might be overlooked or considered unusable because of the dated tools and methods contact centers are using. How can quality management take advantage of these varied sources of data to produce better results for the contact center and for customers?

This webinar will cover:

• How omnichannel communication changes the scope of QM data
• How advanced analytics are no longer optional, but are a necessity
• Why and how doing better QM benefits both contact centers and customers
• How advanced technologies such as Natural Language Processing (NLP) and sentiment analysis can assist

Join us for this informative and interactive webinar complete with Q&A.