Quality management is one of the biggest challenges facing call and contact centres, as well as outbound sales centres. Ensuring that individuals and teams have a structured training schedule and, importantly, are performing to the required level and meeting strategic targets and goals is time-consuming - and challenging to evaluate.

For any organisation providing a service – whether for internal strategic reasons or for customers – it’s essential that they monitor and optimise the uptime and quality of that service, in real-time and on a 24x7 basis. While they may have full visibility into their IT network, it’s often very difficult for an organisation to monitor and measure the levels of service being received by a customer or end user.

According to a recent survey of 8,000 adults from Ipsos, more than three-quarters (77 per cent) of consumers have chosen a product or service from a company because of a good experience they had with it. Conversely, 64 per cent have avoided a brand because of a bad experience.

If you were one of the small or medium businesses that missed the recent deadline to comply with the far-reaching EU General Data Protection Regulation (GDPR), don’t panic, there’s still time to ensure that you meet your requirements.