Is your contact center quality program fulfilling its strategic purpose?
Aligning your quality monitoring program with strategic objectives can be a challenging task, but doing so ensures that future performance has a direct impact on customer satisfaction... and that makes it worth the effort. Through ICMI's Quality Program Optimization, we partner with contact centers to help:
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Evaluate your current quality program and define appropriate quality goals.
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Implement consistent monitoring standards and setup efficient team calibration.
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Establish an effective coaching program.
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Gather useful data and use it to drive performance across the organization.
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ICMI consulting will help you evaluate, revitalize, and optimize all aspects of your quality program - establishing a long term means of consistent performance improvement. Learn more about the specific processes and procedures involved in this consulting solution by downloading the brochure: