Yield Results in Your Quality Program: Key Decision Points to Drive Improvement. This last session in the Quality Series provides a roadmap for your quality program to ensure you are leveraging your efforts to drive agent performance, process improvement and customer satisfaction. Join in the discussion of the most common questions asked: How many calls should we be monitoring? How can we change the perception of quality at “big brother is watching you”? How can quality efforts help to track VOC (voice of the customer)? We will examine some of the most common mistakes made in quality monitoring and help you identify what needs re-working so you can YIELD the most results in your own quality program.
April 12 / 1pm CT
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