Merchants
AUGUST 24, 2020
By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation of meeting customer expectations.
Monet Software
DECEMBER 14, 2018
It’s an opportunity to take advantage of the fresh start every New Year brings, and to achieve a personal goal (more exercise) or a professional one (be nicer to an annoying coworker). A renewed focus on quality management” should be on a lot of resolution lists this year. Find out more about Monet Quality.
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Playvox
DECEMBER 21, 2022
another agent at a pharmaceutical company, says she learns best with simulated, exercise-based training in which she can “play” with new software before using it live. Performance And Quality Management. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022.
NICE inContact
JUNE 20, 2019
Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.
Myra Golden Media
JULY 15, 2019
Know that developing standards and objectives will be a lengthy, challenging exercise. This consistency gives the quality management team credibility, and it saves everybody lots of middle of the forehead aches. This step is where the roll-up-your-sleeves work begins. It’s also when frustration and ego try to creep in.
NICE inContact
JUNE 5, 2019
However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. For example, samples of peer interactions where good probing questions were used, a link to a YouTube training video, or a role-play exercise.
DMG Consulting
JUNE 12, 2022
Once the sponsor is on board, a project team, including contact center leaders, supervisors, agents, quality management specialists and trainers, should be created to oversee the initiative. This is a valuable exercise, as it gives the team an opportunity to identify how the solution will be used and applied in their contact center.
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