Spreadsheets Still Dominate the Quality Process Related Articles Spreadsheets Still Dominate WFM Evaluation Spreadsheets vs. Scorecards. Which One to Choose? Spreadsheets Are the New Dial-Up Combining the ‘Human’ and ‘Technology’ Elements of Your Quality Process Filed under - Contact Centre Research, benchmarking, Quality, survey 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 Read more about - Contact Centre Research, benchmarking, Quality, survey Recommended Articles Spreadsheets Still Dominate WFM Evaluation Spreadsheets vs. Scorecards. Which One to Choose? Spreadsheets Are the New Dial-Up Combining the ‘Human’ and ‘Technology’ Elements of Your Quality Process Related Reports Report: Global Contact Center KPI Benchmarking Report: The Top 5 Metrics Shaping Bank and Credit Union Performance Guide: 120 Day Roadmap to Auto QA ROI eBook: Improving Customer Experience and NPS Through Quality Assessment Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter