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LEARNING RESOURCES:
LEARNER GUIDE
RECOMMENDED DURATION:
2 DAYS
The following aspects will help you create a high-performance culture through building relationships between Quality assurance and operational areas:
Are you maximising the value gained from the relationship between Performance Management and Quality Assurance
IS THERE AN ALIGNMENT BETWEEN QUALITY ASSURANCE AND PERFORMANCE MANAGEMENT IN YOUR CONTACT CENTRE?
IS CUSTOMER SATISFACTION, LOYALTY AND QUALITY MEASUREMENTS MEETING INDUSTRY STANDARDS?
IS YOUR QUALITY ASSURANCE FUNCTION ADDING INCREASED VALUE TO YOUR OVERALL BUSINESS OBJECTIVES?
If you answered no
to any one or more of these questions
then Integrating Quality and Performance Management is the programme that will get you on the path to the highest level of quality assured performance outputs
This training workshop will provide you with the opportunity to holistically integrate quality related feedback with managing agent performance.
Illustrate a High-Performance Contact Centre
Explain the importance of Quality and Performance Management
Identify the links between Quality and Performance Management
Develop solutions and detailed action plans to improve interaction between Quality and Performance Management Functions
Let us help you get there
