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Bundle Details QUALITY Web Series: Full Series 2019 Sorry for the inconvenience, this item is no longer available.
Member Price$1,100.00 Non-Member Price$1,550.00
Bundle Components
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| QUALITY Web Series Session 1: Qualify Your QM Program -- Free Introductory Session! |
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| This lead-off session in the 7-Part Quality Training Series is devoted to making sure your quality monitoring and evaluation program is driving results that matter. |
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| QUALITY Web Series Session 2: Utilize Quality Process Design |
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| Creating a comprehensive set of call standards requires the right people in your call center to collaborate and construct a set of call requirements... |
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| QUALITY Web Series Session 3: Apply a Successful Scoring Scheme |
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| Once you've determined the essential call behaviors, the next step is to construct a scoring scheme that awards points for performance achievement. |
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| QUALITY Web Series Session 4: Link Quality Standards to Training Descriptions |
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| Once your quality evaluation form has taken shape, the call standards have been identified and organized into skill groups and a scoring structure has been applied, the next step is to develop... |
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| QUALITY Web Series Session 5: Improve Consistency Through Calibration |
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| Calibration is an ongoing process where a team of quality specialists, coaches, supervisors, and perhaps frontline staff complete evaluations on a single call, measure the variance, and reconcile... |
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| QUALITY Web Series Session 6: Train and Develop Through Call Coaching |
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| You can have the most advanced quality recording technology, evaluation and analytical tools, but if you are not delivering impactful call coaching, you will continue to fall short in providing... |
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| QUALITY Web Series Session 7: Yield Results in Your Quality Program |
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| This last session in the 7-Part Quality Training Series provides a road-map for your quality program to ensure you are leveraging your efforts to drive agent performance, process improvement and custo |
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