Introduction to enhanced Quality Monitoring - QM Design

At Centerfirst, we've pioneered a three-part enhanced Quality Monitoring (eQM) approach that includes design, processing, and 3D insights. We use eQM to help our clients unlock the value of the interactions occurring in their contact center. In this audio blog, we will further explore the design component of eQM.


Beginning with the design phase, we collaborate with our client to learn what is most important, so that we so that we can focus their investment for the greatest ROI. As you can see in our visual, this process is cyclical, and the eQM program will be updated and redesigned multiple times depending on the needs of the client.

If you would like to learn more about the eQM design phase, take a listen to Pete's audio blog below:


Please contact us if you'd like any more information about our eQM process and how it could work for your contact center. Read the next blog in this series here.

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