New Whitepaper: Improving the Customer Experience with Peer-based Quality Management

Our latest whitepaper, Improving Customer Experience Through Peer-based Quality Management, takes a closer look at an alternative QM concept that distributes evaluation responsibility to agents while opening lines of communication for the sharing of knowledge and best practices.  We explore how the process can be used to exceed traditional expectations and allow organizations to improve their overall customer experience.

Topics include:

• Benefits of the peer-based QM model.
• Peer-based evaluations and supervisor calibration.
• The ideal environment for peer-based QM.
• How one company, Elgia, leveraged CallCopy to re-invent its QM program and drive a superior customer experience.

Download the whitepaper here: http://www.callcopy.com/document-library/whitepapers/peer-based-quality-management