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  • Defining appropriate quality goals.
  • Implementing consistent monitoring standards.
  • Evaluating their current quality program.
  • Gathering useful data and using it to drive performance across the organization.
  • Correctly calibrating their teams.
  • Establishing an effective coaching program.
ICMI has had great success evaluating and optimizing quality programs so they can overcome these challenges.

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Ready to talk specifics? Contact us now to set up your Quality Program Optimization!

When optimized, a quality monitoring program should align with strategic objectives so that performance has a direct impact on customer satisfaction.

However, many contact center leaders face challenges in their quality programs that keep them from reaching their potential.

Is your quality program fulfilling its strategic purpose?
      Quality Program challenges typically include: