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Quality Community Interview

Published on 10 December 2018

Quality Community Interview

So, Nicola, who is the Quality Community for?
It’s a great question. The obvious answer would be for Quality Analysts in contact centres and their managers, however, the reality is that in some organisations, the assessment of customer contact – be it call, email, social, web – is undertaken by the operational team leaders. The community is for anyone who has a professional interest in best practice of quality assessment in customer contact.
 
And what does it offer?
We run events through the year aimed at sharing industry trends and best practice. Some are conferences and networking events and others are opportunities to connect virtually, for example through our NEW LinkedIn Group (see below). However you engage, it’s a great way to learn from others, share stories of success and be inspired to raise standards in the activity that surrounds Quality assessment.
 
Many people reading this have a resource planning background. What’s your message to them?
Spread the word! Forward this article and let your quality colleagues know that there is a community of professionals that they can be part of.
 
You’re clearly excited about this. Tell me some more…
We have some brilliant people in this community already, people who are passionate about playing their role in helping advisers deliver excellent customer experiences in every interaction. Recently, I’ve heard people debate pros and cons of independent Quality teams, the value and role of coaching as an improvement intervention, discuss the technicalities of sample sizes and selection and seek ideas on how to better engage advisors with frameworks. These are people who want to do more, do better and want to hear what others are doing and share their goals. Their passion and excitement fuels me to want to do more by growing the community and delivering content that is relevant to their current and future challenges.
 
And if people want to find out more?
Connect with the LinkedIn Group and get involved, take a look at our website www.theforum.social
 
Thanks Nicola. 

Date Published: 10/12/2018

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