Call center quality often refers to the efficient operating of a call center business unit. For organizations that are more customer focused, call center quality refers to the levels of customer experience delivered.
Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires). To be more proactive and strategic, your focus should be to understand (and use) the Spectrum of Agent Performance. Having a heavy task burden inadvertently causes [...]