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 [...]

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 [...]