General Customer Experience & Contact Center FAQs

QM, or Quality Management, is the process of evaluating and improving agent performance to maintain high service standards. It involves monitoring customer interactions, assessing agent behavior, and providing targeted coaching to enhance customer experience outcomes.

Why is QM important?

It ensures service quality remains consistent, identifies training needs, and drives continuous improvement across the contact center.

What tools are used in QM?

QM includes call recording, interaction analytics, scorecards, and evaluation forms to track and assess agent performance.

How does QM benefit customer experience?

By identifying performance gaps and implementing coaching, QM ensures agents deliver better interactions, leading to improved satisfaction and loyalty.

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General Customer Experience & Contact Center FAQs