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Session 2: Utilize a Quality Design Process
October 8, 2015
Utilize a Quality Design Process: Step-by-step Implementation to Develop Objective Quality Evaluation Forms
Creating a comprehensive set of call standards requires getting the right people in your call center to collaborate and construct a set of call requirements that can be used to analyze customer interactions to develop your frontline staff. This session provides the blueprint you’ll UTILIZE to develop your center’s QM evaluation form. Learn what is involved in every step of the process: call flow mapping, skill grouping, identification of behavior-based standards, defining, scoring, validating and more!
