Quality | 2020.01.08
New Omnichannel Quality Management Survey Finds Only 13% of Contact Centers Measure Quality Assurance of All Interactions
SOUTH SAN FRANCISCO, Calif., Jan. 8, 2020 /PRNewswire/ -- Adoption of digital channels continues to increase in U.S. contact centers. 83% of contact centers in the U.S. report using one or more channels in addition to their voice channel. But only 13% of companies measure quality of all...
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