Quality Management is an essential process in any contact center to ensure agents are compliant with important policies and procedures, providing accurate information to customers, and communicating effectively. But how many contact centers are just going through the motions and missing out on the tremendous impact a robust quality process can have on their business?
In this eBook, we present some fresh ideas for contact centers to improve quality management and contribute to the success of their organizations. Some key concepts we discuss include:
- Improving agent performance through more targeted coaching, peer reviews, and scoreless monitoring
- Gaining insight into key customer issues that impact purchasing, churn, and more
- Driving better customer experiences with alignment to key customer metrics like Customer Satisfaction, Net Promoter Score, and Customer Effort Score
Download this free eBook today to inject new life into your quality management effort.