Latest Past Events
Complimentary Session 1: Qualify Your QM Program
Qualify Your QM Program: Determine Requirements Best Suited to Your Call Center 9amPT/11amCT/NoonET This lead-off session is complementary so you can check out what's in store in our comprehensive Quality Series. Session #1 is devoted to making sure your quality monitoring and evaluation program is driving results that matter. Are your aligning quality standards and [...]
Session 7: Yield Results in Your Quality Program
WebinarYield 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 [...]
Session 6: Train and Develop Through Call Coaching
WebinarTrain and Develop Through Call Coaching: Delivering Meaningful Feedback and Positive Reinforcement You can have the most advanced quality recording technology, evaluation and analytical tools, but if you are not delivering impactful call coaching, you will continue to fall short in providing consistent and reliable high-quality service to your customers. This session provides practical suggestions [...]