Over the last decade, we’ve seen new technologies change the way we work in the contact center, making us more efficient and focused on how quality activities impact our employees and customers. From online quality platforms to more sophisticated solutions that can automate call selection, call distribution, and calibration, quality managers use these tools to modernize their programs and improve customer service. It shouldn’t surprise us that the next leap in the contact center’s evolution is coming: automating the scoring of call evaluations. This new technology has the potential to transform how we operate, as we can move from evaluating fewer than one percent of all calls to understanding the quality of 100 percent of them.
