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Here’s the 8 Step Quality Program we use at Myra Golden Seminars. Develop Standards and Objectives for Customer Experience. Develop Calibration Strategy. Calibration (step six) is a necessary step to help you review objectives fairly. Develop Calibration Strategy. Define the Problem You Need to Solve.
I’ve also sat in seminars about quality assurance and observed one half of the room that thought their quality form was the bomb while the other half seemed to be perpetually searching for a better way to monitor their quality. Your time is better spent focusing on coaching agents to deliver consistently excellent customerservice.
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