Calibration, contact center solutions, Customer retention and Metrics

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

NobelBiz

APRIL 3, 2023

Using technology to record and analyze each and every customer encounter, developing and employing evaluation criteria, teaching and training agents, reporting and monitoring quality metrics are all part of call center quality management. This is yet another clear indicator that the future of contact centers is omnichannel.

Quality management

Quality management Call Center Management Calibration

How To Preserve Your Contact Center QM Budget

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways.

Contact Center

Contact Center Quality management Calibration Coaching

Customer Contact Central

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

How To Preserve Your Contact Center QM Budget

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