So for contact center veterans, the concept of automated or advanced quality management with automated rules and reviews is familiar. For others, newer to quality management, agent reviews, and customer surveys, it may seem a goal too far out of reach. There is a point where a contact center is so small, that auto QM is not a fit, but it's much smaller than one might think.
Let's take a step back and talk about the technology for a moment before we step into the business problems. If you have used a mobile phone in the last year or two you may have noticed substantial improvements in two areas:
- Speech transcription — For instance, my iPhone transcribes voicemails so I can read them instead of listening
- AI for speech to action or speech to text — using Siri or Alexa is much less frustrating than it used to be, and now even televisions or other connected devices are allowing speech to action.
The widespread adoption and significant investment into these technologies have benefitted contact centers by making speech analytics and specifically automated quality management for compliance more affordable than ever.
Imagine for your contact center that every interaction is reviewed for specific compliance phrases automatically and a review for the agent created when specific thresholds of compliance are not met. What would the time savings for supervisors be? How would that reduce the risk for your business, and what impacts would it have for customer experience?
We believe that we are just now learning how valuable AI can be as an industry, but the ROI is already there. Auto QM or advanced QM with rules to find interactions and highlight them for you save time, retain customers, and create a more engaging experience for everyone.
If you haven't looked at an auto QM product lately, it may be time to take one for a test drive again.
