Spreadsheets Still Dominate the Quality Process

2023 Survey Cover Spreadsheets dominate QA Process


In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘Which Quality Tools Do You Use?’

It was promising to see analytics (42.2%) and quality tools (52.8%) on a par with the more traditionally used tools of spreadsheets and basic reporting – showing that many contact centres are adopting a progressive approach to quality monitoring, and that these tools are becoming more mainstream.

2023 Survey Graph - QA Tools

This survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights.

Author: Megan Jones
Reviewed by: Jo Robinson

Published On: 14th Dec 2023
Read more about - Contact Centre Research, , ,

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