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UK Contact Centre Decision-Maker’s Guide 2018-2019

Consistently one of the most widely-used contact centre technologies, call recording is used by 92% of this year’s respondents, 14% of whom state that they wish to replace or upgrade their current system.

In this 16th edition excerpt chapter on Quality Call Recording, Performance & Quality Assurance from the Contact Centre Decision-Maker’s Guide gain insight into the survey data from hundreds of experts. 

Learn more about: 

  • Current & future use of call recording
  • Situational call recording
  • How is recording used by the business?
  • Effectiveness for quality assurance 
  • Challenges to effective QA
  • Key issues in quality assurance & management
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