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A telecommunications company implemented a detailed scorecard that included metrics such as empathy, problem-solving skills, and compliance adherence. By automating processes and enhancing agent performance, AI-driven speech analytics is shaping the future of qualitymanagement in contact centers.
Quality of Service: Call Center QualityManagement (QM) Qualitymanagement (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. These solutions provide the ability to handle inbound and outbound calls through Internet-based telecommunication systems.
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