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.
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.”