- Date:Apr 8 - 10, 2015
Live Online - Via Web Meeting
3-Days, 2 1/2-Hours Each Day
During your time zone listed below
11am - 1:30pm PT
12pm - 2:30pm MT
1pm - 3:30pm CT
2pm - 4:30pm ET
Call Center Quality Assurance Training
The call center quality assurance training workshop is designed to meet the needs of the Director, Manager or Quality Analyst responsible for delivering a "best-in-class" quality monitoring and coaching program. Attendees will leave with the framework for their center ready for implementation. The quality assurance workshop will provide participants with an understanding of the crucial elements in building an effective and efficient program that meets the strategic needs of the organization. Those goals and/or needs may be focused on Cost, Service, Sales or Marketing.
Participants will gain an understanding of the specific requirements necessary to build a "best-in-class" quality monitoring and assessment process. This approach is designed to meet the needs of the enterprise, the center, the agents and the callers. Participants will identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, form for assessment and the scoring metrics that will measure the result.
Participants will explore the issues relating to calibration of the assessment and scoring processes, and how to deliver appropriate recognition and reward for those involved in the process. This workshop will provide real-life example and exercises that will allow participants to assess the current programs, make adjustments or develop an entirely new program that meets the needs of all stakeholders.
EARLY BIRD DISCOUNTS!
Live Online:Take 10% off - Register 1 Month Before Course
(Discount code shown on the course page, if it is no longer there, then it has expired)
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