Crossing the Quality Chasm: Next Steps in Quality Management
For nearly 30 years, contact center quality monitoring has been an established process, performed essentially the same way by many—if not most—organizations. But much has changed in three decades.
Today’s customers have become the final arbiters of what constitutes quality by virtue of the collective power of social media, and traditional quality metrics may no longer align with what consumers actually want or expect. What challenges does this pose to traditional quality monitoring programs? And how can contact centers evolve their quality monitoring and assurance processes to meet these new challenges?
Download this free eBook, “Crossing the Quality Chasm: Next Steps in Quality Management,” to learn:
• How to gain a 360-degree perspective on both agent and customer behaviors.
• How to free the quality monitoring team from performing monthly agent evaluations, enabling them to focus their efforts elsewhere
• How your contact center can move beyond traditional quality monitoring and random call sampling toward an insightful, focused quality program that incorporates insights gleaned from the voice of the customer.
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