How Are Omnichannel and Artificial Intelligence Changing Quality Management?

Presented by: Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics

In the 1990s, companies began to see the value in recording calls, primarily for agent evaluation. By the 2000s, adoption of quality management (QM) software soared, supporting targeted agent coaching. What changes have the current decade brought and what will the next decade, just a year away, bring? What can companies do today to plan for 2020 QM challenges?

Join distinguished contact center industry analyst and strategist Sheila McGee-Smith, President and Principal Analyst of McGee-Smith Analytics, as she explains:

• Why the deployment of omnichannel interactions requires a new approach to quality management.

• How the incorporation of analytics and natural language processing extends the usefulness of QM beyond the contact center.

• What changes for QM are on the short-term horizon with the incorporation of artificial intelligence already underway.