Wednesday, May 18
US/Eastern from 2 :30 PM to 2 :50 PM ( 20 mins )
[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:
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