Empowering Employees Through Automated Scoring
The next leap in the contact center’s evolution is coming: automating the scoring of call evaluations. This new technology has the potential to transform how we operate, as we can move from evaluating fewer than one percent of all calls to understanding the quality of 100 percent of them. As your contact center considers how to implement this technology, it’s critical to listen to the concerns of your employees and provide as much transparency as possible.
By engaging employees throughout the process, you can optimize the value extracted from automated scoring solutions and create a win for everyone.