Manual Versus Automatic Call Scoring for Quality Assurance
MiaRec
JANUARY 9, 2023
Call centers have long used manual call scoring to ensure quality assurance. But with advances in AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers. In this blog post, we'll explore three main approaches to call scoring for quality assurance (manual, software-supported, and automatic call scoring), explore their pros and cons, and provide best practices when using any of the approaches so that you can make an informed decisi
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