Discover the impact of automated Quality Management (QM) driven by AI on contact centers, as discussed by ASC Technologies’ Product Manager Britta Chiaia. Learn how AI revolutionises processes traditionally plagued by subjectivity, resource limitations, and high costs, enhancing efficiency and performance.
AI-Powered Quality Management Revolutionizes Contact Centers
On June 4, 2024, Britta Chiaia, Product Manager at ASC Technologies, elaborated on the transformative impact of automated Quality Management (QM) powered by AI within contact centers.
Quality Management is essential for ensuring customer satisfaction and operational efficiency in contact centers. However, manual QM processes are fraught with challenges such as subjectivity, limited resources, high costs, customer disruption, and agent pressure. Subjective evaluations by human supervisors can lead to inconsistencies, and the resource-intensive nature of QM can strain smaller contact centers.
AI alleviates these challenges by providing neutral, quick, and economical quality assessments. Automated QM reduces the need for manual call monitoring and enhances scoring consistency, as AI can perform evaluations more objectively. This transition from manual to AI-powered QM allows supervisors to oversee processes more efficiently, reducing agent stress and improving overall performance.
ASC Technologies’ Recording Insights solution integrates these capabilities, enabling contact centers to utilize AI for creating and evaluating scorecards. This system allows for a blend of automated and manual evaluations, thus optimizing resource use and ensuring accurate assessments.
For more details on ASC’s offerings, visit their website.
