momentFeb 19 at 3:22 PM CT
March Madness and the Contact Center: How Gaming CX Leaders Manage Quality When the Stakes Are Highest
March Madness compresses extreme betting volume, first-time bettor surges, and responsible gaming scrutiny into three weeks that expose every gap in your quality management platform. CX leaders who win the tournament invest in automated QA, BPO calibration, digital-first coverage, and pre-tournament agent coaching.
