Call Quality Calibration

• Tags:
• satisfaction,
• knowledge,
• criteria,
• customer satisfaction

Overview Customer satisfaction is the strongest indicator of a successful agent. The inherent assumption in any Operational environment is that good performance equates to satisfied customers - which is not always the case. Often, performance criteria fail to emphasize the skills and behaviors that matter most to customers. To align customer satisfaction successfully with quality assurance, customer satisfaction scores must be statistically linked with quality monitoring scores. This webcast will describe how Convergys Knowledge Management closed the QA/CSAT gap by creating the Call Quality Calibration (CQC) process.

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