Contact Center Quality Assurance in CRISIS!: Quality Assurance Needs to be Transformed

Virtually unheard of until recently, quality assurance transformation has quickly become one of the hottest activities in contact centers. Quality assurance transformation has become a big topic of discussion in the press, blogs and social networks.
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Call Center Quality
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Sterling - Virginia - US


STERLING, Va. - Jan. 7, 2014 - PRLog -- Today Customer Relationship Metrics, L.C. released a new ebook 29 Mistakes to Avoid with Quality Assurance that includes a 29-point self-assessment on common mistakes that can be avoided that ultimately undermine a contact center’s ability to maximize customer experiences with service delivery. The findings in the ebook are based on more than a twenty year span of analyzing and designing a holistic approach to quality assurance practices in contact centers.

Contact Center Quality? Quality Problems!

But here’s the problem: even world-class contact centers are struggling with getting real value from their quality assurance programs, primarily because benchmarking is holding innovative practices back: the skills necessary to analyze and understand what’s wrong with quality assurance is constrained; translating practices into behavior that drives bottom-line results; and providing the proof of value in contact center quality assurance programs.

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Dr. Jodie Monger, founder and president of Customer Relationship Metrics, said, “Contact center quality assurance transformation has now become a necessity. Everyone in contact centers knows that they must deliver exceptional customer experiences. They also know that there has been a problem with quality assurance programs for decades but very few understand how to actually transform it to better serve their customers.”

Dr. Monger continued, “Ironically, reports of the widening of the gap between what customers perceive as quality and what contact centers perceive as quality has done little to bring about significant reform with quality assurance practices.”

Where to go? Begin with awareness!

So contact center leaders are stuck: they need to close the gap, but are not aware of how to go about transforming quality assurance. Increasingly, these enterprises are turning to the advisory services of Customer Relationship Metrics.

Dr. Monger continued, “Customer Relationship Metrics serves many recognizable brands across numerous industries. We help these companies identify behaviors for transformation, revealing practices that are undermining their customer experience objectives.”

By focusing on analyzing data in conjunction with quality assurance practices, contact centers can easily identify those practices which erode the customer experience. Once these problems are fixed, experience levels increase and costs decrease organically.

Dr. Monger added, “Analyzing contact center quality assurance can be overwhelming. But we make it simple for clients by pointing our focus at the most meaningful practices that can deliver the most significant customer experience results in the quickest timeframe possible. We eliminate blind spots and avoid time and resource failures, while making quality assurance transformation easier to implement.”

Improving Contact Center Reputation

Customer Relationship Metrics is university-founded and committed to the betterment of the contact center industry. It provides numerous resources that are publically available for which all to benefit.

Dr. Monger concluded, “Awareness is the beginning to a change. We are dedicated to making the contact center industry better for all stakeholders: clients and non-clients alike. We view this as a winning formula for all involved.”

For more information on Customer Relationship Metrics’ contact center quality transformation solutions, please contact Jim Rembach at 336-288-8226.

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Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, is a provider of managed call center quality analytics and advisory services. Customer Relationship Metrics' contact center solutions are focused on delivering full turnkey programs that optimize the customer experience. Services include Quality Transformation, Customer Experience Analytics, Speech Analytics, Social Media Business Intelligence, Operational Analytics, Text Analytics and the award-winning External Quality Monitoring Program (EQM™) with its proprietary Survey Calibration Process that transcribes customer comments and uses them for analysis and dispositioning data as needed. Customer Relationship Metrics uses SaaS data collection and reporting tools combined with subject matter expertise to significantly lower the in-house total cost of ownership and skilled personnel gap. Founded in 1993, its CEO, Dr. Jodie Monger, invented post-call surveying when she was the founding Associate Director of Purdue University's Center for Customer-Driven Quality. For more information, register for a complimentary consult

Jim Rembach
Source:Customer Relationship Metrics, L.C.
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Tags:Call Center Quality, Quality Assurance, Customer Experience, Quality Monitoring, Voice Of Customer
Industry:Business, Manufacturing
Location:Sterling - Virginia - United States
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