2023 Guide to Modernizing Quality Management in the Contact Center

Quality management processes identify and address factors impacting contact center and BPO metrics such as customer satisfaction and retention. But chances are, the experience driving your QM process is diminishing its impact. How can organizations optimize the experience behind QM to boost both agent performance and customer experience, while mitigating risk?

This guide covers the following:

  • QM Gaps & Opportunities
  • Best Practices to Elevate the QM Experience
  • QM Evaluation Checklist

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