As contact centers continue to expand customer interaction channels with an eye toward improving the customer experience, many are finding that traditional quality monitoring processes also need to evolve. Michael Gregorio, director of product management at USAN, joins a panel of industry experts in offering advice and explaining best practices... View Article
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“The USAN solution has given us everything we need. The scalability and customization make it feel like an enterprise-grade solution built just for Accelovance, but unlike a lot of enterprise systems, we can make changes easily and quickly. It’s also easy to manage and maintain. We’ve never had all of that before in a single, reasonably priced contact center solution. This is one that we know will continue to meet our needs – regardless of the requirements our customers provide to us.”Sara Riggenbach, Project Coordinator for Call Center Division