CMSWire: Contact Center Quality Assurance Best Practices for This Year
Melissa Copeland contributed to this article in CMSWire, discussing methods for quality assurance and how AI helps analyze call data for comprehensive feedback.
Melissa Copeland, founder and principal at CX consulting firm Blue Orbit, told CMSWire, "The ability at a manageable and reasonable cost to review 100% of calls is new in the past two years given the new AI capabilities rolling out and is game-changing for organizations that want to coach their agents more effectively and give more robust feedback."
She also noted a multifaceted tracking approach, crucial for comprehensive results.
Copeland believes that measuring agent performance accurately requires tracking multiple dimensions, not just one or two metrics. "The most effective QA programs balance a number of components in scoring agents: customer experience, compliance, efficiency, and first-contact resolution," said Copeland, who suggested using composite scoring systems that reflect not only operational goals like handle time and compliance but also customer-centric outcomes like satisfaction and issue resolution during the first contact."
