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Trends in Call Center Performance and Quality Management

Source | Software Advice : By Daniel Harris

If you’re operating a contact center, your key competitive advantage is the quality of your customer experience, no matter your size.

And, at the end of the day, your customer experience is only as good as your agents. This is why quality management (QM) systems and performance management (PM) systems have become some of the most important tools in the push to improve customer experience, even in the smallest contact centers.

Call center software vendors are now integrating QM, PM and closely related workforce management (WFM) systems, which have traditionally been stand-alone offerings, into workforce optimization (WFO) suites.

WFO is still an emerging software category, and the benefits aren’t yet fully understood, particularly in the small business space.

Since Software Advice consults with small businesses looking to buy these systems on a daily basis, we’ll examine trends in our recent buyer interactions to help you decide whether to commit to a WFO suite, or whether to restrict investments to best-of-breed systems for the time being.

We’ll also look at some tips on how to leverage these tools from Gartner’s Hype Cycles on contact center infrastructure and customer service/engagement.

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