Eighty-eight percent of service leaders say their current quality assurance (QA) processes are ineffective and rarely match up to the customer view of quality. With contact centers fundamentally shifting their focus from productivity to quality, organizations and reps alike are under increasing pressure to prioritize service quality, not productivity, despite budget constraints.
Create a high-control-quotient environment
Gartner research finds that when service reps display high control quotient (CQ), their performance can increase by 11.2%. Learn why eliminating QA scorecards can help maximize CQ potential and drive rep performance.