Johannesburg, 15 Nov 2017
Contact centres are changing rapidly, and traditional quality management is going to have to change quickly as well to keep pace. It should be no surprise to anyone in the industry that the customer experience is becoming the most important contact centre objective. In a 2014 report, Aberdeen Group says: "As companies increasingly understand (and experience) the power of empowered customers, they're changing their strategic priorities from maximising operational efficiencies to delighting clients. They are 84% more likely than in 2012 to indicate improving the quality of client interactions as a top objective driving their WFO programs."
To make matters even more challenging, the traditional voice channel is now joined by e-mail, chat/IM, social and SMS as popular channels for customer service, with most millennials preferring the non-voice channels. The quality management process will increasingly be the focus of contact centres worldwide. This whitepaper examines the fundamentals of quality management and how you can improve the process in your contact centre.
What is quality management?
Quality management is a continuous process of agent interaction monitoring and analysis that allows you to continuously improve the quality of interactions with your customers. You can distil it down to the following five major functions:
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