How Quality Management Improves Coaching
On Demand

Thursday, March 4, 2021 | 2:00 p.m. EST

Presenting:

Donna Fluss
President
DMG Consulting LLC
Lauren Maschio
Sr. Product Marketing Team Manager
NICE Nexidia

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Contact centers have performed quality management (QM) and coaching in the same manner for more than 30 years; agent opportunities are manually identified by a QM specialist who notifies their supervisor and sends appropriate coaching sessions to improve the agent’s performance. This was a good approach in the past but does not scale and is not cost effective in today’s high-volume contact centers. The digital transformation is ushering in an automated approach to QM, one that scales and meets the needs of a technologically savvy generation. Join this webinar to: 

  • Identify opportunities to improve the traditional QM process
  • Discuss why coaching is more important than ever before
  • Learn how the digital transformation has vastly improved the QM process

Register for the On Demand Webinar Below

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