Automated Quality: Six Steps to Success

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Title : Automated Quality: Six Steps to Success
Edition : 
Year : 2017
Authors : Verint
Publisher : Verint

 Preface
There is no activity in quality monitoring more time consuming than manually scoring evaluations. With thousands of calls to evaluate — and limited resources — quality staff may struggle to accurately assess agents’ skill gaps and find time for the one-on-one coaching that can help improve 
agent performance.
By introducing automated components — such as scoring — you can revolutionize how your organization approaches quality, shifting resources from identifying opportunities to improve agent performance to actually improving it, and in turn helping to make every agent your best agent.
But your success in using automation is not dependent on the technology alone — how you introduce the technology into your organization can be just as important to your success. A gradual implementation of automation can help your team absorb many of this new technology’s changes with minimal disruption to the processes you have in place today. Let’s explore six steps to effectively introducing automation below.

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