Reinventing QA for Multi-Channel Customer Service

If you’ve added one or more new contact channels to your Centre – email, chat, SMS/text or social media- you know what a challenge it was to implement new technologies, hire and train the right people and staff correctly to meet your efficiency goals.

Now if you’re wondering what needs to change in your current Quality Assurance program to evaluate multi-channel contacts, CPA invites you to a  laser-focused workshop  in Toronto. 

How has Quality Assurance (QA) changed?

Most organizations’ QA programs evaluate Agent performance and caller satisfaction but surprisingly they do not have much in place to assess how well CSRs manage Customer Experience across digital  (non-voice) channels.  Digital interactions can be significant because they are much more visible than telephone calls are.

Ticking-off boxes on a traditional QA scorecard simply won’t get your Centre  or your organization where it needs to go.

Many organizations are taking the opportunity now to take a broader look at their QA strategy to eliminate risk,  continuously engage agents and enhance Customer Experience. Join your QA peers for this one-day, highly interactive workshop to:

  • Examine how to leverage lessons learned from the voice channel to build a QA roadmap for all channels
  • Deconstruct a series of calls, emails, chats and other digital interactions to identify the common elements and key differentiators for each channel
  • Explore opportunities to identify business trends, improve operating policies and procedures and increase First Contact Resolution (FCR) and
  • Develop an integrated approach to managing the Customer Experience across all channels.

You will leave this workshop with practical suggestions and concrete examples so you can assess, reinvigorate or expand your existing QA program.

Jane Finn will lead this workshop. She has been an independent Contact Centre consultant since 1990 and has worked with more than 200 Contact Centres in North and South America, the Caribbean, India, the Philippines and Asia as a Subject Matter Expert  for sustainable Quality Assurance and Performance Management programs.  Jane has taught workshops for CPA since 2002.