Elevating Quality Management: Strategies for Success

Quality Management (QM) is a cornerstone of any successful business, ensuring that your agents can meet or exceed customer expectations. This seminar delves into the intricacies of QM, offering valuable insights and key features to enhance operational excellence.

Agenda:

1. Uncover the benefits of different QM packages: QM vs QMA (Advanced) vs QMP (Premium).

• Discover the distinct capabilities offered by each QM package.
• Understand how QM, QMA, and QMP empower organizations in unique ways.

2. Collaborative Evaluations: Strengthening Feedback Loops

• Learn the importance of collaborative evaluations in driving continuous improvement.
• Discover strategies to foster effective feedback mechanisms within your team.

3. Calibration and Calibration Reports: Ensuring Consistency

• Dive into the critical process of calibration to maintain uniformity in evaluations.
• Explore how comprehensive calibration reports provide actionable insights.

4. QM Reporting: Harnessing Data for Informed Decisions

• Unlock the potential of QM reporting through intuitive dashboard widgets.
• Gain proficiency in leveraging historical reporting for strategic decision-making.

5. Case Studies: Real-world Applications of QM

• Delve into compelling case studies showcasing successful QM implementations.
• Learn from practical examples of how QM can transform operations.

6. Analytics-Driven QM: Automate, Analyse, Act

• Explore cutting-edge techniques in QM utilizing automation, sentiment analysis, and categorization.
• CXone Coaching supports various learning formats - such as one-on-one sessions, group sessions, coach-the-coach, and coaching delegation

Understand how analytics-driven QM can drive efficiencies and customer satisfaction.

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