Why QA and Performance Management Aren’t Enough Anymore

Why QA and Performance Management Aren’t Enough Anymore

Contact center agents are on the front lines in terms of your business’ contact with your buyers. Their performance is paramount to attracting and retaining customers as well as generating revenue. None of this is a surprise. What is, however, is the toolset and metrics-tracking required to optimize agent performance. You want your agents trained,…

4 Key Reasons to Use Coaching and Learning Tools with Your QA Program

4 Key Reasons to Use Coaching and Learning Tools with Your QA Program

New to quality assurance? It’s a fundamental process for any business to stay on top of its game. A QA program enables you to spot flaws in your customer service and cultivate improvements, preventing said issues from becoming an ongoing problem. But you can maximize the effect of your quality assurance program by using coaching…

Why Does a QA Program Need to be Complemented by Performance Management

Why Does a QA Program Need to be Complemented by Performance Management

Quality assurance is a must for any call center or customer service department. Bringing a team of quality assurance analysts into your business to monitor your agents’ work and review the type of experience your customers receive is the first step towards building a better, more efficient, more successful operation.