Design Your Quality Program to Link Directly to Customer Satisfaction

A new white paper from COPC offers seven fundamental changes that they have recommended to their clients to drive improvements in their quality program. By doing so, they have transformed programs to directly and substantially improve their customers’ experience with their contact center operation.

These changes are:

• Redesign the quality form to align with key customer drivers

• Score only output metrics and use sub-attributes to capture reasons for errors

• Measure quality using three metrics instead of one overall score

• Evaluate transactions from the customer’s perspective

• Capture non-agent issues for lack of issue resolution

• Expand the quality process to include the capture of business intelligence

• Focus on systemic issues through your quality process

By implementing these changes, your quality program will become a stronger asset to your company. Not only will you be able to drive improvements that directly improve the customer experience, but you also will be able to provide valuable customer insights to help your overall business performance.  This white pape,  Improve Your Customer Experience – Design Your Quality Program to Link Directly to Customer Satisfaction,  is available on CRMXchange

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