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Want to Build a Highly Effective Quality Assurance Program?
Now Available: The DMG 2009 Contact Center QA Guide
Harsh economic times are forcing organizations of all types and sizes to cut costs and maximize every opportunity. Now more than ever, it’s vital to ensure that your contact center is operating as efficiently and effectively as possible, and a strong, well-designed Quality Assurance program is fundamental to this goal. Quality assurance isn’t an option for contact centers – it’s essential for the success of the contact center, customer and agent satisfaction, improving agent and supervisor productivity and effectiveness, and keeping management in touch with staff performance. Whether you’re looking to breathe new life into your existing QA program, or considering starting from scratch, the DMG Contact Center QA Guide: Building a World-Class Quality Assurance Program is an absolute must-read for every contact center professional. Offering nearly 100 pages packed with valuable information, this easy-to-follow, step-by-step guide is the most comprehensive QA resource guide available today.
Download your complimentary copy today – a $299 value – to learn how to build a world-class QA program that results in improved agent productivity, reduced operating expenses, increased customer satisfaction, and much more!
The guide includes:
• Detailed QA Program Development and Implementation Roadmaps
• How to select the best staff to manage your QA program
• Best practices and detailed, step-by-step advice on developing highly effective QA forms
• Sample QA evaluation forms
• The importance of understanding and establishing quality monitoring criteria and guidelines
• How to implement a calibration process
• Much, much more!
Click here to Download