In my opinion, there are few processes in a contact center environment as critical as monitoring the quality of contacts.  Surveys confirm that most contact centers conduct regular quality monitoring, but too often, the focus is still on the monthly average quality score for the center.  Contact centers exist in nearly every industry you can think of, from companies that manufacture a product as unique as shrimp pealing machines, to those that support utilities and financial services.  Regardless of the industry, the contact center exists for a specific purpose, and provides a service that needs to be evaluated through [...]