Description

Agent-customer interaction recordings are no longer limited to monitoring the quality of customer service agents within the contact center. The success of quality monitoring systems in improving agent performance and productivity has led to increasing use of these products in settings within the enterprise and outside of the contact center, in order to realize similar gains. This Insight will discuss the impact on enterprise performance from a quality monitoring perspective. It includes impacts on process, efficiency and employee and customer incentives. In addition, the landscape of vendors in the market that offer quality monitoring solutions to enterprise performance is detailed.