Cristopher Kuehl interview
Why traditional QA processes aren’t working for your customer service...

We talked to Cristopher Kuehl, VP of Analytics & Client Insights at Sitel Group, about the biggest challenges with QA today, what place AI has in improving QA & most importantly call center metrics.

Fred Shadding interview
What does your Quality Assurance (QA) process measure?

Are you using these measures for your quality assurance process? We talked to Fred Shadding, Founder & Chief Advisor of The Call Center Source, about the biggest challenges, metrics, and the future of QA.

Speech Analytics for Call Centers
Why should call centers use speech analytics?

Understand how having real-time speech analytics in call centers improves customer experience & employee performance.

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