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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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