The first thing that a contact center manger needs to recognize is that there is a lot that goes on from a customer interaction perspective before the call reaches the agent. To get that understanding, and to really embrace the fact that they spend a lot of time and effort on quality monitoring on the agents side, they should invest the same amount of time on the automated system. We know that so many calls are terminated in the automated system for good reasons. You want to spend the same amount of time and money on monitoring the automated systems as you would in quality efforts on your agents. -Frank Moreno - Director of Marketing, Emprix