Omnichannel: Reevaluating the QA Process
In a recent feature, Contact Center Pipeline highlighted Verint’s Brian Koma, vice president and customer experience practice leader, and other industry experts who discussed which elements of the contact center QA process will need to be reevaluated to effectively monitor performance across channels.
Just like everything else in The Age of the Customer, the QA process is changing.
Koma emphasizes that an important step is figuring out what is important from the customer’s standpoint—and then merging that with some of the more traditional contact center metrics that are measured and monitored consistently.
“We’re not using old approaches to measure the agents, but rather new approaches that take into account what the customer thinks and what they find to be important,” said Koma.