Tag Archives: quality management
Connecting Hiring, Training and Coaching
Angry Customers? “…meet them where they are”
Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points...
Read More >>>Calibration Is Key to Improving Quality
Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect...
Read More >>>Improving ROI on Quality Monitoring
Rules of the Road for Recruiting and Hiring
Empowering Agents with the Right Information and Training
Quality Management Across Channels
As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all...
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