W: Integrating Quality and Performance Management in Contact Centres
​WORKSHOP

INTEGRATING QUALITY AND PERFORMANCE MANAGEMENT IN CONTACT CENTRES

​LEARNING RESOURCES:
LEARNER GUIDE

RECOMMENDED DURATION:
​2 DAYS

​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:

  1. ​Unearth the importance of quality assurance in performance management
  2. Improve interaction between the quality assurance and operational teams
  3. 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.

Slide 1
IS THERE AN ALIGNMENT BETWEEN QUALITY ASSURANCE AND PERFORMANCE MANAGEMENT IN YOUR CONTACT CENTRE?
Slide 2
IS CUSTOMER SATISFACTION, LOYALTY AND QUALITY MEASUREMENTS MEETING INDUSTRY STANDARDS?
Slide 3
IS YOUR QUALITY ASSURANCE FUNCTION ADDING INCREASED VALUE TO YOUR OVERALL BUSINESS OBJECTIVES?
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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

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