Effective quality management lets you improve the performance of contact center agents—and deliver the customer experience your business expects. The ICMI Tool Kit: Quality Management in the Contact Center provides valuable tips you can apply to start improving your contact center operations today.
Developed by International Customer Management Institute (ICMI), a leader in contact center training and consulting, the tool kit lays out the foundations of an effective quality management program and offers a step-by-step approach to creating an effective program. Then it provides details to help you:
• Perform effective coaching using the SAFE coaching framework
• Calculate the ROI of your training and coaching investments
• Developing a peer mentor program