Quality management (QM) software was a game changer when it was first introduced—allowing contact centers to monitor agents more efficiently. However, in today's age of the customer, effective QM can no longer be confined to simply monitoring and assessing agents. A recent study conducted by Harris Interactive found that 90 percent of people agree that companies need to work harder to provide a better customer experience than they have in the past. Organizations must strive to evolve their long-standing processes to meet today's consumer expectations. Contact centers can begin by optimizing their quality programs to deliver the best possible customer experience. Attend this educational webinar to learn:
- How the role of QM has evolved in recent years.
- Best practices for optimizing coaching, calibration, reporting and call evaluation to create a better customer experience.
- How to build a customer-centric workforce by incorporating QM into recruiting, hiring, training, and other back-office processes.
REGISTER NOW to reserve your seat for this special webinar event. |
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MODERATOR |
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David Myron Editorial Director CRM magazine |
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PRESENTER |
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Barry Knack Manager of Professional Services inContact |
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Audio is streamed over the Internet, so turn up your computer speakers! |
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