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How do you rate your quality management program?
For contact centers, quality management is at the core of the most thoughtful and consistent service experiences, and well-defined and -tracked metrics and analytics are keys to any successful quality management program. However, in research conducted in 2017, ICMI found that 55% of contact centers weren’t using any type of analytics in their quality management programs, and that much of the quality metrics being measured were captured and managed using manual tools and processes.
Watch now to discover 4 impactful best practices to create a highly effective quality management program.
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Analytics And Benchmarking, Agent, Coaching And Quality Management