This Thursday, we’re The Contact Centre Network’s special guests – and we couldn’t be more excited for an in-depth, practical discussion about just how beneficial QA can be for your business.
Our Client Success Manager Simon Reg Dutton will be joining regular host Garry Gormley (Fab Solutions) and Tom Horne, COO at outsourcing company TieTa, to discuss the positive outcomes contact centres can gain from agent involvement in QA.
Increasingly, CX is everything. Automated bots and self-help tools are increasingly used to manage simple queries, with human agents dealing with steadily more complex customer interactions. In a world where a third of your customers are likely to leave after just one negative interaction with your brand, your agents need to be cool-headed, empathetic and confident enough to deliver a first-class customer experience in potentially difficult circumstances.
To keep pace with these developments, your agents need to take feedback on board, reflect on it and use it to improve their performance. This won’t happen unless they buy into your QA processes, and feel like the feedback they receive as a result of it is useful, well-informed and fair. They’ll also need more formal 1-2-1 coaching and training to support their personal development, but this has to be linked back to QA processes and business outcomes.
Join us for our insights into how you can involve your agents meaningfully in the QA process and avoid the eyerolls and “here come the quality police” jibes that have become all too familiar in contact centres across the world.
We’re looking forward to Garry and Tom’s input too – with their experience, we’re sure there will be plenty of insights on offer into how to create a positive QA culture. Join The Contact Centre Network virtually on Thursday 27th May, 13:00-14:00.