Five Signs That It’s Time for a Fresh Start With Quality Management
AUGUST 29, 2018
If this is the trouble, go back to basics: Discover the specifics of what your customers want through feedback from agents and operations teams, as well as customer satisfaction surveys. But this will only happen if your quality management team, those responsible for call analysis and agent coaching and feedback, are also being audited regularly. Do you have a quality management program? If so, are you happy with the results?