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Quality Program Optimization

Is your quality program fulfilling its strategic purpose? 

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

However, many contact center leaders face challenges in their quality programs that inhibit their ability to do so, such as:
ICMI has had great success evaluating and optimizing quality programs so they can overcome these challenges.

Download the brochure to learn how!

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