DMG QM Whitepaper



Quality Management is considered to be mission critical

But it goes so much further in this Whitepaper.

Quality management (QM) is an essential application and process in contact centers, but it can do so much more. From the customer perspective, QM should be used to make sure agents are performing their jobs effectively. From the enterprise perspective, QM should be applied to build the brand and deliver a consistently outstanding CX cost effectively. For agents, QM should be a tool to build engagement and make their jobs more fulfilling. And for the contact center, QM should improve the performance of the department and help them meet their goals.

With this whitepaper, you learn:

  • How to use your QM program to enhance employee engagement
  • About digital transformation for QM
  • How to build a QM program that is effective for agents, regardless of their location
  • About analytics automation for QM

Customer experiences (CX) have changed over the years, but our dedication to improving the operations of our contact centers has stayed the same. Download the whitepaper to learn more.

You might be interested in these

How to Deliver Superior Customer Service With Virtual Contact Center Solutions - Authority SoftwareHow to Deliver Superior Customer Service with Solutions for the Virtual Contact Center

The most important aspect of a business is satisfied customers. Superior customer service is more than simply delivering a product or service on time; it’s about making life easier for consumers and anticipating their needs. READ MORE

contact center forecasting with gear iconsA Guide to Contact Center Forecasting & Workforce Management

When measuring your contact center forecasting success, it’s easy to get caught up in reaching service and financial goals, forgetting the need to keep staffing costs down. READ MORE

Copyright 2020 - Authority Software