One of the greatest challenges facing contact centre managers is ensuring quality of service across the range of contact channels. An agent who is very skilled on the telephone might be less so at answering email enquiries. To ensure agents are getting the most from support tools and are skilled in all channels, you need a quality management process that monitors all channels. This means that an interaction can be replayed on an agent's screen whilst the voice recording is listened to. A quality management process that provides this type of audit trail gives a manager an objective way to identify weaknesses, so that training can address this.