Presented By: Barry Knack, Director of Education, CallCopy 

 On Demand Date: September 2011 

 Many organizations today are still using decades old quality assurance practices. In this session, we'll discuss best practices for taking your stagnant quality program to the next level. We'll look at new ways to leverage speech and desktop analytics, customer surveys and workflow automation to improve your QA program.

During this informative webinar, we discuss:  

• Trends Within the Industry – Hear what others are doing that is working effectively
• Retooling the Quality Form
• Capturing Voice of the Customer (VoC) to Gauge True Customer Satisfaction
• Leveraging Analytics to Identify Opportunities and Issues

About the Presenter:  

In addition to providing training to CallCopy’s customers and partners, Barry also runs CallCopy’s ProServices group, where he puts his extensive QA and training experience to use by working directly with CallCopy customers to improve their quality programs.