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Next-generation quality monitoring
for the contact center

How do you help your agents get the most from coaching

As buzzwords like machine learning and artificial intelligence (AI) swirl around our industry, now is the time to look beyond the hype and discover real solutions to strengthen quality monitoring (QM) methods that drive cross-generational employee engagement. Traditional scorecards and subsequent coaching processes can be inherently flawed and now is also the time to upgrade the employee and evaluator coaching experience and dramatically motivate your employees through coaching that is relevant, essential, and truly drives change.

Register for this on-demand webinar to hear from Paul Stockford, Chief Analyst at Saddletree Research, on the importance of enhancing the employee’s experience through coaching. This topic couldn’t be more timely for today’s workforce. In fact, demand-based research conducted by Saddletree, in conjunction with the National Association of Call Centers (NACC) at Middle Tennessee State University (MTSU), reveals that 82% of the industry considers employee engagement to be a "highly important" consideration in 2018.

Hear more insights from Paul’s research and see a demonstration to uncover the power of innovative solutions to:

  • See how on-the-fly performance management embedded in quality management can reduce the headaches of a two-system approach to relevant coaching
  • Find out how collecting the voice of the customer through surveys and analytics can be used to drive employee engagement
  • Learn how to set up and design auto-scored evaluation questions based on speech analytics to increase scoring confidence and save time


Paul Stockford: Paul Stockford is the President and Chief Analyst at Saddletree Research based in Scottsdale, Arizona.

Matthew Storm: Matthew Storm is the Director of Product Marketing for OpenText™ Qfiniti solutions and directs the research and marketing efforts for OpenText’s contact center solutions.

Register for the webinar on demand

Learn why your Quality Scorecard isn’t telling the whole story