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BUSINESS SYSTEMS GUIDE
TO QUALITY MONITORING...
Whitepaper brought to you by Business Systems (UK) Ltd
W. www.businesssyst...
According to a forecast model released by Ovum on ‘Workforce
Optimization Technologies’
“Growth in quality monitoring will...
With further investment
predicted, this guide identifies
typical returns to be gained from
a QM system as well as key
feat...
WHITE PAPER – Business Systems Guide to Quality
Monitoring
White Paper brought to you by Business Systems (UK) Ltd
Availab...
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Business Systems Guide to Quality Monitoring

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The latest paper in our series ‘Business Systems Guide to Quality Monitoring’ highlights everything you need to know about quality monitoring, whether you’re looking to upgrade or invest for the first time.

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Business Systems Guide to Quality Monitoring

  1. 1. BUSINESS SYSTEMS GUIDE TO QUALITY MONITORING... Whitepaper brought to you by Business Systems (UK) Ltd W. www.businesssystemsuk.com @BSLHQ
  2. 2. According to a forecast model released by Ovum on ‘Workforce Optimization Technologies’ “Growth in quality monitoring will continue as contact centres in mature markets focus on compliance and meeting PCI regulations, particularly in the financial services industry” W. www.businesssystemsuk.com @BSLHQ
  3. 3. With further investment predicted, this guide identifies typical returns to be gained from a QM system as well as key features to look out for to avoid common pitfalls following implementation. W. www.businesssystemsuk.com @BSLHQ
  4. 4. WHITE PAPER – Business Systems Guide to Quality Monitoring White Paper brought to you by Business Systems (UK) Ltd Available for download on our website > With hundreds, sometimes thousands of calls being handled across contact centres every day, finding the time to select and evaluate the calls which hold key insights and scheduling the necessary agent coaching can be an overwhelming task. Going beyond call recording, having the right quality monitoring (QM) system in place can help make sure these tasks are more easily achieved. By uncovering the valuable insights you're looking for from calls and automating many of the manual processes, more of your time can be spent on coaching and improving the quality of agent interactions with the customer. The latest paper in our series ‘Business Systems Guide to Quality Monitoring’ highlights everything you need to know about quality monitoring, whether you’re looking to upgrade or invest for the first time. Content Covers: - Different approaches to call quality monitoring - Outputs to expect from a quality monitoring system - 7 pitfalls to avoid when implementing a QM system White paper commissioned by Business Systems UK Ltd. For more information please email marketing@businesssystemsuk.com or call 0800 458 2988. W. www.businesssystemsuk.com @BSLHQ Who should be reading this paper?: - Heads of Contact Centres & Operational Managers -Quality Managers -Quality Supervisors -Team Leaders

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