Improving the Customer Experience with Peer-based Quality Management

A look at an alternative approach to quality management

Quality management (QM) has long been leveraged to improve staff productivity, quickly resolve customer issues and enhance process flow with one end goal in mind: improving the customer experience. In this whitepaper, we explore an alternative concept, peer-based QM. This approach distributes QM evaluation responsibility to agents while opening lines of communication for the sharing of knowledge and best practices.

Peer-based quality management

We will also look at one organization, Elgia, whose commitment to delivering an exceptional experience led them to formulate the peer-based QM model discussed in this whitepaper.

Among the many topics covered in the Peer-based Quality Management whitepaper are:

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