Hope is Not a QA Strategy: Don't Leave Your Contact Center Quality to Chance

Patrick Botz, VPI’s VP of Workforce Optimization, recently met with the editors of Contact Center Pipeline to share his thoughts on the state of today’s Quality Assurance practices.  The resulting article, “Hope is Not a QA Strategy: Don't Leave Your Contact Center Quality to Chance,” appears in this month’s issue of the journal. Patrick’s premise is that if sales is a carefully planned strategy offering solutions to problems, why wouldn’t contact centers leverage the same level of strategy to focus their Quality Assurance (QA) efforts on driving business outcomes, solving customer problems and ensuring an outstanding experience?

Randomly selecting calls to listen to as a sample of what’s really going on is not an effective way to get the whole picture. But since contact center quality assurance has been performed randomly for so many years, some managers are under the impression that random call selection is the only way to be objective. In this article Patrick explores why so many organizations leave their QA to chance, and presents powerful new tools that provide solid strategy and results, instead of just hope.

Download the full article: Hope is Not a QA Strategy: Don't Leave Your Contact Center Quality to Chance

Are you still randomly monitoring calls? What's your QA strategy?