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Thomas Rødseth, VP of Product & Marketing at Intelecom, says it’s time to follow the lead of smart, successful organisations with a fresh approach to Quality Management

For years quality management (QM) has remained stuck in a time bubble while the world has moved on. How often have customers complained that your agents sound like robots reading off a script or they feel hurried as agents try to get them off the phone as quickly as possible? That’s because, traditionally, quality has meant focusing purely on tangible performance targets and operating contact centres on a command and control basis.

The truth is quality management of the ‘tick the box' variety is history. Customer experience and a team-based culture are now the name of the game. As contact centres move from a purely service level, metrics and costs model to a valued-based approach that matches customer needs to the ideal product or service and loyalty is paramount - quality...

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