Every contact center, regardless of size or type, shares similar performance goals: Increasing productivity, improving customer satisfaction, motivating employees to outstanding job performance, and compliance with all industry laws and regulations. At a contact center, proactive and continuous quality management sometimes gets lost in the everyday responsibilities of keeping up with call volume. However, the effort invested in quality management and assurance is crucial to current and future performance and productivity. Quality Management, or QM, is the common thread that runs through each of these objectives.
The Quality Management effort put forth in your contact center has a direct impact on agent performance evaluation (through real-time monitoring and call scoring), increasing staff productivity (through improved training and coaching), and establishing QM guidelines and goals designed to bolster customer satisfaction by providing consistent, reliable service.
This whitepaper will show you how a structured Quality Management program and automated quality monitoring takes customer satisfaction and the performance of your contact center to a whole new level.