+ All Categories
Home > Technology > QA Best Practices With inContact's Lou Cockerham

QA Best Practices With inContact's Lou Cockerham

Date post: 19-Jul-2015
Category:
Upload: incontact
View: 49 times
Download: 0 times
Share this document with a friend
Popular Tags:
13
Insert Cover Image Here Title Goes Here Lou Cockerham QA Product Specialist inContact
Transcript

Insert Cover Image Here

Title Goes HereLou CockerhamQA Product Specialist

inContact

2

To ensure consistency when evaluating agents

3

Helps to identify the variance between Quality and Operations

4

Helps to identify opportunities in call resolution and process improvement

5

Gaining agent buy-in and understanding of the Quality Program

6

Allowing upper management to make sound decisions based off of customer feedback

7

Helps to provide an overall understanding of the Quality program

8

Outlines the set expectation of an agent within a customer contact

9

Do ensure consistency and discuss action planning to increase customer experience

10

Helps to identify opportunities and gain agent buy-in

11

Training our ears to evaluate the true customer experience

12

Identify opportunities and successes through trending analysis to help improve the overall customer experience

1313

Questions


Recommended