Course OutlineUnit 1: Create a Great Form
Develop a form that engages, motivates, and supports high performance
- Determine quality inputs
- Establish a Quality Evaluation Vision
- Define roles and responsibilities
- Identify and define Quality Evaluation Form criteria
- Design valuation scoring and performance reporting
- Communicate and educate
Unit 2: Evaluate, Calibrate, and Implement
Explore opportunities to extend the impact of quality evaluation results beyond individual agent performance
- Measure impact and ensure alignment with business objectives
- Calibrate to improve consistency and accuracy
- Set goals and implement meaningful quality improvements
Applied Learning Activities
Through live discussions, group activities, and peer collaboration, you’ll gain valuable insights from industry professionals while refining your approach to contact center quality evaluations.
Interactive Experience
This interactive course will guide you through the process of identifying key performance criteria, structuring quality scorecards, and aligning quality evaluations with organizational goals.
Immediate Application
Participants leave with actionable plans and tools they can apply to developing a quality form right away. You’ll receive an Excel toolkit filled with templates, real-world samples, and guided exercises to use during the course and in your daily work. No other contact center training organization supports such a valuable takeaway.