Quality Monitoring in a Contact Center: Making Sure Your Contact Center Works for Your Business
Quality Monitoring in a Contact Center: Making Sure Your Contact Center Works for Your Business

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What is “contact center quality monitoring”? Just stop and focus on the two parts of this phrase “contact center” and “quality monitoring” and it starts to make sense. If your business relies on a contact center, you need to make sure the quality of service provided is up to your standards. Your reputation and your business are literally on the line here and monitoring the effectiveness of customer contacts is a must.Book includes following topics:What is Quality Monitoring in a Contact Center?The Need for a Quality Monitoring SystemDefining Quality for Contact CentersMonitoring Criteria & GuidelinesThe How and Why of CalibrationCreating a Quality Monitoring Leadership TeamDeveloping a Customer-Driven Monitoring SystemGenerating WOW Customer Experiences with Quality MonitoringLinking Quality Monitoring & Training for Maximum ResultsRealizing ROI from a Quality Monitoring SystemMistakes to Avoid When Designing a Quality Monitoring SystemPutting It All Together

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  • Released: February 24, 2020
  • Author: Matt Rocco,Jim Iyoob
  • Rating: 3,3
  • Publisher: Ebook Digital Agent
  • Total Page: 250 pages
  • File Size: 20000 KB
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