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#ICMIchat Recap: Tips and Tricks to Master Contact Center QA

By Erica Marois | Date Published: April 21, 2016 - Last Updated August 22, 2018 | Comments

QA is a critical component in contact center agent training. When done well, it can strengthen the customer experience, improve performance, and bolster employee engagement. When mismanaged, the impacts can be detrimental to employees and customers.

Looking for tips and tricks to improve the QA process in your contact center? Check out the advice our #ICMIchat community shared during a recent chat.

Take part in the conversation next week by joining us at 1pm ET on Tuesday! Just follow along on Twitter using the hashtag #ICMIchat.

Check out our recent #ICMIchat recaps:

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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