Articles about quality monitoring

This week we launch phase 3 of  our Call Recording and Speech Analytics Reference Guide.
Follow this link to visit the Call Recording and Speech Analytics Reference Guide.

In the first of a series of features looking at different types of technology, Robert Wint investigates the key components of
quality monitoring, how the technology works, and what it can deliver.

Need to gen up on what knowledge management can do for your call centre? Don’t bother with all those weighty tomes. Instead, let Ian Davis give you the low-down on how important knowledge management can be to the customer experience.

Call Quality Monitoring is leading to a decline in customer satisfaction.  Far from improving the customer experience this is actually leading to more stressed employees and a drop off in customer satisfaction levels.  Shushmul in Bagalore explores this apparent paradox.