[Main Stage] Rethinking Quality Programs in Your Contact Center

Traditional quality programs are usually centered around evaluating employees’ performance on calls. But in today’s world—with the explosion of digital channels, an increasing number of compliance laws and regulations, and an abundance of choices for customers—that’s no longer enough. Organizations need a complete, connected Total Quality approach, that includes the customer perspective, across all interactions in all channels to ensure not only a great employee performance and engagement, but also adherence to behavioral compliance policies and ultimately to provide an exceptional customer experience.

In this session you will learn:

• How gaps in traditional quality programs put your business, reputation, and customers at risk
• What Total Quality is and why it’s critical to your business
• Where your organization falls today in the Quality Maturity Model —and how to advance to the next level