INTEGRATING QUALITY AND PERFORMANCE MANAGEMENT IN CONTACT CENTRES
WOULD YOU LIKE TO GET THE HIGHEST LEVEL OF QUALITY ASSURED PERFORMANCE OUTPUTS FROM YOUR TEAM?
3 Key aspects for Creating a High-Performance Culture
Integrating Quality and Performance Management
The following aspects will help you create a high-performance culture through building relationships between Quality assurance and operational areas:
- Unearth the importance of quality assurance in performance management
- Improve interaction between the quality assurance and operational teams
- Identify coaching and performance management needs
Are you maximising the value gained from the relationship between Performance Management and Quality Assurance
Not sure? Then answer these questions and decide for yourself.
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
What you will learn
This training workshop will provide you with the opportunity to holistically integrate quality related feedback with managing agent performance.
WE WILL ENABLE YOU TO:
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
Today's Learners become Tomorrow's Leaders
Let us help you get there