Tool Kit: Quality Management in the Contact Center

8x8 Inc.

Agent attrition in contact centers is on the rise.  One reason for this is the lack of adequate coaching.  Coaching drives higher agent engagement and motivation to outperform, however requires that supervisors develop a comprehensive quality management program.  This paper offers best practices on how to develop a world-class quality management program.

Tags : 8x8, quality management, contact center, customer experience, employee productivity

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Published:  Aug 15, 2017
Length:  19
Type:  White Paper