Episode 37: How is AI driving quality management transformation in contact centers?
Jim is the Chief Customer Officer for Etech Global Services. He is also an author, a CX Visionary, CCW Advisory Board Member.
Listen to the Podcast
Rick Mathias, the Director of Call Center Operations at Heartland Home Services, is an expert in quality assurance and exceeding objectives in cross-functional environments.
Rick is the Director of Call Center Operations at Heartland Home services, where amongst other amazing things, Rick created an in-depth Quality Assurance process to ensure a best-in-class call center customer experience.
Today, Rick has joined us to talk about ‘’Typical quality management problems that contact centers need to fix in 2023.”
We discussed
