Strategic Quality Assurance Insights

The Quality Revolution: Five Keys to Transforming Your Quality Program

There's a dirty little secret among sales and service contact centers… most Quality Programs don't work. This six part series will outline the key steps to driving effective Quality Programs.

Five Keys to Transforming Your Quality Program - Key #1: Embrace Subjectivity in Behaviors

In our second installment of The Quality Revolution series we will review the first key to a successful Quality Program, embracing subjectivity in the Behaviors that are used.

Five Keys to Transforming Your Quality Program - Key #2: Correlate and Measure 'Predictiveness'

The third installment of The Quality Revolution series will describe how you can add the science and mathematical rigor of Correlations to counter balance the subjectivity of Behaviors.

Five Keys to Transforming Your Quality Program - Key #3: Automate Calibration

The fourth installment of The Quality Revolution series explores how technology can be leveraged to provide a more objective inspection of Quality across each of your organizations call centers.

Five Keys to Transforming Your Quality Program -Key #4: Foster the Human Connection

The fifth installment of The Quality Revolution series examines how companies can improve the process of delivering QA results to reps by incorpating a human connection between the Quality team, Supervisors and Reps.

Five Keys to Transforming Your Quality Program -Key #5: Certification & Continuous Improvement

The sixth, and final, installment of The Quality Revolution series teaches companies how they can implement a certification process to drive consistent and accurate results across their entire Quality organization.