For organizations that require frequent and direct communication with their customer bases, contact centers are a must—as is assuring that their contact centers provide a polished, optimized customer experience. Therefore, it will be critical for these organizations to ensure their contact centers are fully operational and optimized to enhance customer experience. This means building an in-depth contact center assurance strategy that ensures quality from idea inception through solution delivery, to ongoing operations.
In the past, large organizations—particularly in industrial sectors—were well served by Six Sigma techniques when it came to quality assurance.However, previous applications of this methodology fall short of providing a meaningful feedback loop to quality assurance in today’s Agile models.
This whitepaper outlines some of Empirix’s top metrics for aligning Agile development methodology and Six Sigma to create a comprehensive contact center assurance strategy that keeps major business objectives and the customer experience at the forefront, all while maximizing return on investment.
Read this white paper to discover:
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