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.
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 - Last modified: 12th Aug 2025
Read more about - Contact Centre Research, Benchmarking, Quality, Research
