Hosted by: Vicki Herrell, Executive Director, QATC  

The best Quality Assurance practices are key to the success of your call center, and in today's complex environment, you need to continually expand your knowledge to stay on the leading edge in this area. When quality assurance programs are well designed, they yield great benefits for customers, companies, contact centers and agents. Listen to  this fun and interactive "debate" to hear the latest trends and tips to help your center provide a great customer experience. We explore best practices in five key areas:

1) Quality Monitoring Forms
2) Call Calibration
3) Extending Quality Monitoring to Multi-Channel Contacts
4) Surveying
5) Coaching

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