Quality Management – Finding the Coachable Moments

Quality management has come a long way to support the needs of recording calls and performing call coaching. However, without a quality monitoring plan in place, a tool is just supporting bad practices. This recorded Webinar will walk you through best practices for creating a monitoring policy, sampling calls, and designing a quality form and evaluation process that measures and reviews the right things to satisfy customers and meet enterprise goals. We explore standard practices, as well as how to get frontline staff involved to maximize buy-in and participation in the process.