Our 2016 survey showed a significant turn towards Quality Monitoring compared to 2015:
- 168% increase in the number of contact centres with a dedicated Quality Monitoring team.
- 30% increase in the number of contact centres that upped the number of calls they evaluate to the 4-10 calls/agent/month category
- Almost double the number of contact centres that use Call Recording
In 2017, we teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining Quality Monitoring.
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