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Title Goes HereLou CockerhamQA Product Specialist
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To ensure consistency when evaluating agents
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Helps to identify the variance between Quality and Operations
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Helps to identify opportunities in call resolution and process improvement
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Gaining agent buy-in and understanding of the Quality Program
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Allowing upper management to make sound decisions based off of customer feedback
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Helps to provide an overall understanding of the Quality program
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Outlines the set expectation of an agent within a customer contact
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Do ensure consistency and discuss action planning to increase customer experience
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Helps to identify opportunities and gain agent buy-in
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Training our ears to evaluate the true customer experience
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Identify opportunities and successes through trending analysis to help improve the overall customer experience