Overview
Today’s customer-driven market has made superior customer service an imperative. Delivering it requires organizations to seamlessly align countless functions across a variety of channels. A single problem – an unforeseen backlog, a computer glitch, an undertrained employee – can undermine customer relationships in an instant.
Quality management provides the agent engagement needed to deliver greater customer satisfaction in this environment. It can elevate agent performance, boost efficiency and, in turn, the customer experience.
