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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
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Coaching & Development

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

Rob Dwyer
Rob Dwyer
Coaching & Development

Rob Dwyer
Rob Dwyer
Coaching & Development

Rob Dwyer
Rob Dwyer
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