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As we come off of our ACCE high here at ICMI, we look back at some of the stellar call center performance we saw in our 2011 Global Call Center of the Year Awards. In our latest QuickPoll, 28% of call centers said they do not have a formal Quality Assurance program with dedicated monitoring staff and analyst(s). Since we featured the Canadian Medical Protective Association's quality program in this week's Call Center Spotlight, I thought we could look at some of the great lessons in Quality Assurance that ICMI's seen over the years (and uncovered in our whitepaper Discover Why Contact Center Quality Doesn't Measure Up -- And What You Can Do About It):
If you're working on your QA program and are going to be in the Washington, DC, area, meet up with ICMI-Certified associates Gina Szabo and Jean Bave-Kerwin and they'll lead you through the maze of effective QA in the courses Advancing Contact Center Quality Through Monitoring and Coaching and Essential Principles of People Management at the upcoming GSA-approved ICMI Symposium.
Layne Holley is an award-winning journalist, and has spent more than 10 years as a business and technology writer and editor covering the people, processes and technologies in the contact center.
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