This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry
BlueOcean
DECEMBER 18, 2023
At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.” These efforts weren’t useless – they were, as noted, the standard. She was blunt. But she wasn’t wrong.
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