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Call Center Quality Management: A Comprehensive Guide to Improving Customer Satisfaction and Agent Performance

NobelBiz

Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. By leveraging CRM systems, call centers can enhance customer satisfaction through tailored interactions and responses​​.