Five Signs That It’s Time for a Fresh Start With Quality Management
AUGUST 29, 2018
If a metric like average handle time has to occasionally be set aside so an agent can spend a few more moments and keep a customer, such actions should not only be allowed, but also encouraged. Do you have a quality management program? If so, are you happy with the results? You’d be surprised how many contact centers implement such a program and then check the “mission accomplished” box before moving on to something else.