Webinar: How to Improve Trust in Automated Quality Monitoring

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It’s no secret that Quality Monitoring (QM) has levelled up in recent years – but trust has yet to fully catch up.

Out on the operational floor this means that automated quality monitoring has the capability to do so much of the heavy lifting – from analysing 100% of interactions to serving up personalized coaching recommendations to agents, and more.

This should save so much time, but this isn’t always the case when not everyone trusts the outcomes. That can mean wondering whether to invest in AutoQM at all, or wasted effort managing endless workarounds and cross-referencing performance stats if you already have.

So how do you make sure that trust keeps pace with what the technology can actually do? In this webinar, we’ll be exploring what’s undermining trust, the guardrails that make the technology trustworthy, and how to take everyone on the journey with you to get the very best out of any investment in automated quality monitoring that you are thinking about making.

In conversation with:

• Matt Jones, evaluagent
• Justin Robbins, Metric Sherpa
• Xander Freeman, Call Centre Helper

You will leave with a clearer understanding of:

• Why you aren’t the only contact centre with a QM trust issue
• How to build trust in the insights quality monitoring tools provide
• The direction of travel for QM and why it’s perfectly positioned to add more value than ever

You’ll get an array of short- and long-term strategies to help your team move forward together. So, if you’re under pressure to make better use of new automated quality tools, or even facing backlash from your team about wanting to move with the times, this session will help you better understand the root cause of mistrust.

Click here for this webinar recording

Author: Jo Robinson

Reviewed by: Xander Freeman