Contact Center Insights & QA Automation Best Practices

5 proven lessons from using ai for quality assurance in contact centers title image
AI Trends & News

5 Proven Lessons from Using AI for Quality Assurance in Contact Centers

Discover 5 key lessons from our hands-on experience implementing AI to scale Quality Assurance for contact centers and support centers.

Rob Dwyer
Rob Dwyer
All Articles AI Trends & NewsAnnouncementsCoaching & DevelopmentCustomer StoriesField NotesNext in QueueQuality AssuranceVoice of the Customer
Coaching & Development

How Transcription Errors Can Help Contact Center Performance

Word Error Rates have long been a measure of transcription performance, but they may also reveal coaching opportunities for agents.

Rob Dwyer
Rob Dwyer
Coaching & Development

FRANC Feedback - Feedback that Drives Change

FRANC feedback is a facilitated, learner-centered approach that utilizes self-discovery and identifies a plan of action.

Rob Dwyer
Rob Dwyer
Coaching & Development

Contact Center Pipeline Featured Article: A Conversation on Coaching and Training

Rob Dwyer
Rob Dwyer
Coaching & Development

ICMI Featured Article: 8 INDISPENSABLE COACHING LESSONS

Rob Dwyer
Rob Dwyer
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