Events

Quality Assurance touches on and improves all areas of a contact centre’s operations and support functions. In many ways it can be seen at the heart of the whole operation, measuring what happens and communicating that information so the appropriate stakeholders can take action.

Your QA framework should, in fact, be the foundation that underpins all activity, as having the right quality framework is the only way to drive the right results.

In this course we will learn how to create a quality framework that not only tells you what’s happening right across your business, but gives you the insights you need to drive performance and transformation.

Course Description

This workshop, with its focus on practical implementation, explores the importance of QA and calibration and the influence it can and should have across the Contact Centre. Raising awareness of the Customer Experience and customer outcomes offers more appreciation of the role that continuous improvement plays in the quality process.

We will discover the 12 critical success factors in your business that QA underpins, and learn why your QA results matter. The aggregation of marginal gains that QA delivers is probably the most crucial part of a continuous improvement programme, yet it can be difficult to conceptualise when you only look at day-to-day performance. During this workshop we’ll discover why it’s one of your most powerful tools.

For additional information on the event or to register Click Here