In today's environment, where a company's products, services, pricing and even customers' feedback can be compared over the Internet with the click of a button, it's not surprising that consumer expectations run high. Like it or not, this is the reality faced by every business, and the trend will almost certainly strengthen over time. In fact, for the vast majority of organizations, the contact center has become the front door, which means it falls to customer service agents to set out the welcome mat. And right now, the need for skilled agents has never been greater. Similarly, the need for effective training, performance monitoring and immediate responsiveness to customer feedback has intensified. This flies in the face of cost-cutting measures, putting the contact center manager into a difficult position - a situation for which yesterday's quality monitoring (QM) practices are challenged to provide a solution.
 
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