29 Quality Assurance Mistakes to Avoid eBook & Self-assessment
by Jim Rembach, Chief Spokesman on Jan 09, 2014
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Contact center leaders love this simple and easy-to-read guide (with pretty pictures too) that includes insights and a self-assessment that is used to deliver greater customer experiences. This tool ...
Contact center leaders love this simple and easy-to-read guide (with pretty pictures too) that includes insights and a self-assessment that is used to deliver greater customer experiences. This tool will help you to finally put to rest many of things you were unable to put your finger on with your quality assurance program.
Virtually unheard of until recently, quality assurance transformation has quickly become one of the hottest activities in contact centers. In the past six months, quality assurance transformation has become a big topic of discussion in the press, blogs, social networks, industry events.
But here’s the problem: even world-class contact centers are struggling with getting real value from their quality assurance programs, primarily because benchmarking is holding innovative practices back: the skills necessary to analyze and understand what’s wrong with quality assurance is constrained; translating practices into behavior that drives bottom-line results; and providing the proof of value in contact center quality assurance programs.
Dr. Jodie Monger, founder and president of Customer Relationship Metrics, said, “Contact center quality assurance transformation has now become a necessity. Everyone in contact centers knows that they must deliver exceptional customer experiences. They also know that there has been a problem with quality assurance programs for decades but very few understand how to actually transform it to better serve their customers.”
Dr. Monger continued, “Ironically, reports of the widening of the gap between what customers perceive as quality and what contact centers perceive as quality has done little to bring about significant reform with quality assurance practices.”
So contact center leaders are stuck: they need to close the gap, but are not aware of how to go about transforming quality assurance. Increasingly, these enterprises are turning to the advisory services of Customer Relationship Metrics.
Dr. Monger continued, “Customer Relationship Metrics serves many recognizable brands across numerous industries. We help these companies identify behaviors for transformation, revealing practices that are undermining their customer experience objectives.”
By focusing on analyzing data in conjunction with quality assurance practices, contact centers can easily identify those practices which erode the customer experience. Once these problems are fixed, experience levels increase and costs decrease organically.
Dr. Monger added, “Analyzing contact center quality assurance can be overwhelming. But we make it simple for clients by pointing our focus at the most meaningful practices that can deliver the most significant customer experience results in the quickest timeframe possible. We eliminate blind spots and avoid time and resource failures, while making quality assurance transformation easier to implement.”
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