Is your Contact Centre using AI as your QA coach?
We all know traditional QA hasn’t changed a great deal over the years. Most contact centres still only manually sample a small percentage of calls. They listen for obvious quality issues and hope the few interactions they score represent the overall customer experience.A nd it usually transpires that they rarely do. When you only review […]
QContact is first to launch WhatsApp calling in CCaaS. Here’s what it means for businesses.
The way people connect with businesses has changed, your customers don’t just want fast service, they want service on their terms. And in most parts of the world, that means WhatsApp. With over 2 billion users, it’s already the go-to messaging app for everything from catching up with friends to booking a flight. Until now, […]