Link Quality Standards to Training Descriptions: Create Definitions of Behavioral Expectations. Once your quality evaluation form has taken shape, the call standards have been identified and organized into skill groups and a scoring structure has been applied, the next step is to develop Quality Standard Definitions (QSDs). This session provides a template to LINK quality to training by providing meaningful descriptions of desirable and undesirable behaviors, typical scenarios and related center goals. Learn ways to write definitions for the more challenging quality standards: tone, empathy and call control.
March 22 / 1pm CT
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