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Simon Black: Speaking at the Smart Communication + Connected Business Expo

Simon Black

CEO  -  Awaken Intelligence

Evolving the Contact Centre: Disrupting Quality Assurance through Automation

The roles within contact centres are changing. With that, the role of QA is evolving and demands for an improved customer experience are continually becoming greater. Technology is providing QA with tools that really make a difference; analysing up to 100% of the calls and identifying compliance issues, marketing insights and automatically listening and scoring calls against predefined scorecards. This enables QA to focus on customer experience and agent improvements.

3 key delegate takeaways from session:

• How Voice Analytics can empower the business to drive real change and efficiencies
• The changing role and responsibility of QA staff and how it can benefit the business
• The role of QA staff in 2020 and beyond

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