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Take Quality Management Further with AI

Automation and AI can bring a lot to your quality management processes. And it’s crucial to take the right approach.

It may seem like the goalposts are always moving in the contact center industry. And they are. As customer needs and preferences change, it’s up to contact center leaders and agents to stay ahead. But what about processes behind the scenes, the things customers don’t see directly?

Quality assurance (QA), largely intangible to customers, has nonetheless been shifting over the years, improving with advancements in technology. As a result, QA has evolved into quality management (QM) and encompasses new complexities analysts need to handle. Advancements in artificial intelligence and automation can help.