Contact Center Insights & QA Automation Best Practices

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Quality Assurance

How to Find Winning Patterns Beyond QA Scorecards

Stop guessing what a 78% score really means. Learn how AI-driven Auto-QA identifies the "winning patterns" in your contact center data to scale top-performer success.

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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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Happitu is the platform to spot customer issues, personalize agent coaching plans, and ensure compliance.

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