Published: April 21, 2016 | 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.