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Focus on Leveraging AI throughout the customer journey - Blended Digital Experience: Quality Management’s New Role

Success in today’s omnichannel world entirely dependent on creating a culture of data-driven decision-making. Analytics capabilities are now non-negotiable in the contact center, and many quality management teams have (or are in the process of) moving toward an analytics-based approach.

Leaders in this space know that organization-wide adoption of this perspective is vital and that better access to data benefits every branch of the organization. And yet, challenges and concerns remain around capabilities and how to integrate the artificial intelligence (AI) required...