Quality is key to customer satisfaction and loyalty. It is important that agents perceive a true commitment to quality on the part of their organizations, and that they feel the processes aimed at guaranteeing quality are working properly.
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Quality monitoring programs often become fixated on QA forms; however, there are other necessary components that will assure you are getting the greatest value from your QA program, which is agent feedback and coaching. The coaching that happens in a call ...
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Quality Monitoring, traditionally seen by agents as the dreaded ‘Big Brother’ operation of a company, can be transformed into a process appreciated by agents, as well as helping achieve customer service objectives. Key points include:
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