by Garry Gormley | May 29, 2025 | AI, Coaching, Quality assurance, Quality Intelligence
For years, Quality Assurance (QA) in contact centres has lived in the shadow of compliance, often perceived as a “tick, box” exercise or worse, a “sales prevention unit.” But as customer expectations rise and technology advances, it’s...
by Garry Gormley | Dec 7, 2020 | Uncategorized
With typically 2-3% of most customer interactions being monitored by your Quality Assurance function you can see why some contact centres are moving towards implementing speech analytics as a tool. But how do you make sure that the new Speech Analytics tool doesn’t...
