This guide has been created to ensure your call centre quality assurance process is following best practice, and will equip you with everything you need by covering:

• The essential metrics and KPIs your quality assurance process must measure.
• How to produce evaluation forms that deliver.
• The latest quality monitoring trends.
• Quality assurance best practices.
• Creating quality reports that hit the mark.
• Three quick wins you can implement today.

By the time you have read this guide, you will have at your fingertips all the information you need to create a quality monitoring process that drives continual improvement in customer experience and your call centre.