Rick is the Director of Call Center Operations at Heartland Home services, where amongst other amazing things, Rick created an in-depth Quality Assurance process to ensure a best-in-class call center customer experience.
Today, Rick has joined us to talk about ‘’Typical quality management problems that contact centers need to fix in 2023.”
We discussed
- How did his career start off? And what is it that he is working on currently?
- What is quality assurance and how important is it in contact centers?
- Does QA directly impact CX and agent performance? If yes, how?
- What are typical problems in quality management in contact centers?
- How to fix these problems and improve Quality management?
- Which tools can boost quality management performance for most contact centers?
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