Presented by Deborah Morden & Jane Finn, Contact Strategies Inc.

Quality is elusive. You know it when you hear it but how do you define it, measure it and support it?

While most contact centers today have an established quality management process in place, forward-thinking organizations keep asking these questions to ensure that their quality program is an integral part of their company’s sales and service and customer satisfaction strategies that delivers real business value.

Many contact centers have not changed their quality process since it was first introduced.  You need to ask – Is your process still aligned with your current objectives? Does it meet the changing needs of your customers and your employees?

The good news is that it is never too late to review your quality process.  It is important to recognize whether your organization is simply completing a performance measurement process, or truly adding value.  Every Quality program needs to be assessed regularly to ensure it is fair, objective, easy to understand, easy to use and delivering the desired results. If not, now is the time to make change. Implementing best practices and evaluating the entire customer experience will deliver business benefits that go well beyond improving agent performance.

An effective quality monitoring program is an iterative process designed to:

• Leverage what’s working well to ensure repeatability through recognition and coaching
• Measure agent adherence to internal policies and procedures
• Identify gaps in skill and knowledge that can be addresses through training and coaching
• Capture the Voice of the Customer
• Identify policies that frustrate customers
• Assess business execution to detect and fix broken or inefficient processes or operational issues
• Gain competitive insights
• Ensure existing tools, technologies and resources are used efficiently and effectively

And, ultimately improve the consistency and quality of customer interactions across all contact channels to enhance the customer’s experience.

If your current quality program is not delivering value in all of these areas, then now is the time to step back and reassess. After this session, you’ll know if you have all the right elements in place or leave with ideas and information to take your Quality program to the next level.

Join us May 17th when Deborah and Jane will share with you their four-step process for assessing, developing or re-designing all aspects of your quality program.