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Quality in the Contact Center - How do you measure it?

One of the measurements in the contact center is quality. Did the customer service representative greet the customer correctly? Did they answer the customer’s question clearly and concisely? Was the information accurate? Could they find the information the customer wanted quickly and easily? Did the call go on too long? Why? These are just a few of the questions that may be asked when contact center managers are looking at quality in the contact center. What do you use to measure quality in your contact center? Are there specific areas you look at when measuring quality? Do you review every call, or just the ones where there appear to be issues? How do you correct these issues? What does quality mean to you and how do you measure it? There are lots of questions here and we would like to hear from you on how you address the quality question in your contact center.

Peter

Marketing Programs Manager

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