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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 Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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