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Session 7: Yield Results in Your Quality Program
November 12, 2015
Yield Results in Your Quality Program: Focusing on Key Decision Points to Drive Performance and Business Improvements
This last session in the 7-Part Quality Training Series provides a road-map 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.
