Episode 37: How is AI driving quality management transformation in contact centers?

Jim Lyoob is with us. Jim the Chief Customer Officer for Etech Global Services. He is also an author, a CX Visionary, CCW Advisory Board Member, and ICMI Top 25 CX and Contact Centre Thought Leader. He specializes in speech analytics, quality monitoring, customer experience, and AI.

 Today, Jim joined us to discuss “How AI is driving quality management transformation in contact centers.” 

We discussed

1. What is quality monitoring, and why is it important in contact centers?
2. What are the major inefficiencies in quality monitoring across contact centers? 
3. How can managers use quality monitoring to optimize call center performance?
4. What major business problems will implementing a quality management system solve? 
5. Jim’s tool recommendations to contact center managers to add to their tech stack for better quality monitoring?
6. Reading recommendations for the audience.