COACH ' S CORNER
BY MARK PEREIRA
ILLUSTRATION PROVIDED BY ADOBE STOCK
QA THROUGH THE AGENTS’ EYES AND HOW TO ADDRESS COMMON ISSUES INVOLVING THEM.
12 CONTACT CENTER PIPELINE
We ' ve analyzed quality assurance( QA) from every possible angle: scoring models, calibration sessions, and compliance metrics. But how often do we look at QA through the eyes of the people it impacts most: the agents?
This is what I will focus on in this article. I will be exploring QA and training in the August issue and how QA data can be turned into insights in the October issue. QA isn ' t about checking boxes or filling quotas. It ' s about ensuring consistency and driving improvement. At its best, QA reinforces what ' s working, pinpoints what isn ' t, and creates a continuous cycle of learning that strengthens the agents, the team, and ultimately the customer experience( CX).
QA ISN ' T ABOUT CHECKING BOXES OR FILLING QUOTAS. IT ' S ABOUT ENSURING CONSISTENCY AND DRIVING IMPROVEMENT.