Quality assurance in a contact center is a set of processes and procedures that are used in an effort to improve the customer experience and reduce wasteful operating practices. Register for a complimentary check-up.
How often do you think about how many things you should be measuring on your Quality Monitoring Form? Considering that many contact centers change or update their monitoring form because of dissatisfaction every 18-months, you probably contemplate it too often. Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, [...]