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Evolution of Quality Management: From Compliance to Customer-Centric

Playvox

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

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Why Sweaty Betty Doesn’t Sweat Quality Management

Playvox

The boost in product demand, fueled by more people working from home, as well as changing consumer lifestyles, meant Sweaty Betty had to grow its team to meet the surge in demand. A Quality Management Solution with Muscle. Plus, we explore how the quality management solution has strengthened the company in four key areas: 1.

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

NobelBiz

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

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Calabrio Releases New Performance Coaching to Facilitate Agent Success and Customer Service Excellence

CSM Magazine

Integrated, data-driven module provides tools to better support, develop and engage agents, allowing them to better meet rising interaction volumes and complexity. Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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5 “Musts” to Improve Your Quality Management Strategy

Monet Software

We all know the importance of quality management (QM). But we also know there are only so many hours in the day, and that a quality management program can sometimes take a lot of them. You Must Be Clear On What “Quality” Means. “We We need to do a better job” is not quality management. “We

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Contact Center Quality Management the SAFE Way

8x8

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. Whether training new employees or developing existing ones, it is helpful to use the SAFE method when coaching them. The SAFE Coaching Framework.