Technology and the role of the contact center is changing and adapting. As technology allows for a more remote workforce, who can be virtually connected across the globe, we are able to redefine who or what makes up the contact center.
The contact center is no longer limited to Task Workers. We are able to engage and utilize our Knowledge Workers to field calls, and moreover, we are able to monitor, evaluate and coach them, as we would the more typical contact center agent.
Download this whitepaper to learn more about how you can make adjustments to your existing Quality Monitoring programs so you can coach and train your knowledgeable team for success and improved customer experience.