The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged.
As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.
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Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
Doug Zimmerman is a QM & Analytics Consultant with Calabrio, where he supports customers in their quest to increase their understanding of customers, employees, and their organization. He's been an advocate of Improved Customer Experience for 30+ years. His experience includes stints in a variety of contact centers roles, including IT, telephony, operations, business intelligence, employee performance management, and quality management.
Robin has 3 decades working with technology companies providing enterprise solutions including data networking, telephony OEMs and enterprise software solutions bringing ERP, CRM, and WFO to market. After 20 years in product management and marketing, Robin has found her greatest passion in Application and Business Consulting. For the last 8 years she has focused on Quality Management and Analytics and has provided consulting services to Fortune 500 companies who’s contact centers range from dozens of agents to thousands of agents. She has partnered with key stakeholders and contact center management to provide effective solutions to address business pain points and ensure optimum use of their enterprise solutions.