Contact Center Quality Management is More Important Now than Ever Before

Introduction

Quality management (QM) is an essential application and process in contact centers, but it can do so much more. From the customer perspective, QM should be used to make sure agents are performing their jobs effectively. From the enterprise perspective, QM should be applied to build the brand and deliver a consistently outstanding CX cost effectively. For agents, QM should be a tool to build engagement and make their jobs more fulfilling. And for the contact center, QM should improve the performance of the department and help them meet their goals.

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