Discover how AI-powered Quality Management is transforming contact centres by improving operational efficiency and customer satisfaction, while reducing costs and alleviating agent stress.
AI-Powered Quality Management: Transforming Contact Centers
Contact centers are increasingly adopting AI-powered Quality Management (QM) to enhance operational efficiency and customer satisfaction. Britta Chiaia, Product Manager at ASC Technologies, highlights the importance of automated QM in minimizing costs and improving interactions.
Manual QM in contact centers is often fraught with issues like subjectivity, resource intensity, and increased pressure on agents. Human evaluations can be inconsistent and biased, while maintaining QM processes demands substantial time, effort, and financial resources. Additionally, traditional QM methods can disrupt customer interactions and elevate stress levels among agents.
AI-infused QM addresses these challenges by providing a neutral, economical, and efficient solution. AI-driven tools can autonomously evaluate agent performance, reducing the need for manual monitoring and effectively managing resources. By eliminating subjective human interpretations, AI ensures fairer and more accurate assessments.
ASC’s automated QM solution, a part of their Recording Insights platform, offers flexible evaluation options. It allows for fully automated assessments or a combination of AI and manual reviews. Existing evaluation criteria can be seamlessly integrated, making implementation straightforward.
In conclusion, AI-powered Quality Management not only streamlines the evaluation process but also enhances the overall contact center experience by reducing costs and alleviating agent stress.
