The State of Quality Monitoring – 2016

Leaders in customer service are well aware that every customer contact can and will impact their bottom line. Whether this impact will be positive or negative will depend on how satisfied their customers are by the level of service they receive. It is for this very basic, yet vital for the survival of a company, reason that call quality is increasingly emphasised and monitored within contact centres.

This year, Business Systems have teamed up with The Forum and Chris Rainsforth, Senior Customer Contact Specialist, to find out more about how contact centres in the UK are using quality monitoring in 2016 and whether it is gaining momentum as an integral part of the contact centres’ strategy.


Published On: 23rd Sep 2016 - Last modified: 2nd Nov 2017
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