CallCopy, DMG Partner on Contact Center ‘Cookbook’
COLUMBUS, Ohio, May 4, 2009 -– In partnership with DMG Consulting, CallCopy, Inc., a leading provider of innovative call recording, quality monitoring and performance management solutions, today released the “2009 Contact Center QA Guide: Building a World-Class Quality Assurance Program.” The guide was written for managers and supervisors of contact centers who are interested in building a world-class quality assurance program – whether starting from scratch or enhancing an existing program.
At the front line of customer interactions, contact centers have a direct impact on the overall client experience. Thus, contact center performance, assisted by a QA program, is crucial to organizational success. As stated in the QA Guide, “An effective QA program provides the contact center with a vehicle for measuring the quality and consistency of service delivery, capturing customer insights, and identifying trends, service issues and training/coaching opportunities to improve agent performance and productivity.”
“A quality assurance program isn’t an option for contact centers; it is essential for the success of the contact center and entire organization,” said Donna Fluss, president of DMG Consulting. “This guide is designed to help companies that are building their first QA program and organizations that want to enhance and improve the performance of their existing QA efforts.”
Jeff Canter, chief operating officer for CallCopy, Inc., added, “The ‘Contact Center QA Guide’ goes beyond simply discussing quality management concepts, it provides step-by-step instructions for organizations to follow – essentially walking them through the process of building a QA program, and maintaining it going forward. Rarely will companies find this depth of information on QA available in one place, let alone in a free guide that provides templates for success. Given the importance of quality assurance to the contact centers we serve, however, we realized the value of the material presented and wanted to make it available…
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