Customer Service and Support, Stop Today's QA; Elevate to Quality Intelligence (QI)

Quality is important to customer service and support leaders and they invest heavily in quality assurance (QA) programs that capture rep performance data. In 2024 Gartner research, voice of the customer (VoC) and customer experience (CX) insights are the most cited value drivers of an organization’s quality program whereas less than 20% says agent performance insights is the highest value driver. It is time for service leaders to recognize that current QA programs are misaligned to its realized value. They must shift away from an individual rep performance focus by expanding the quality program’s horizon and unleashing its potential to collect valuable VoC and CX insights. This evolved quality program is what Gartner is calling quality intelligence (QI) with the goal of improving quality by capturing strategic intelligence on a broader scale. Instead of just focusing on rep performance results as an indicator of quality, QI incorporates VoC, CX and an evolved QA component to provide strategic insights and value to both the organization and the enterprise, helping to demonstrate the value of service.

Join this complimentary Gartner customer service and support webinar as Gartner experts discuss the transition from QA to QI to better align with what leaders value most. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Evolve the scope of service’s QA program by shifting its priority 

• Expand what is collected with a quality program by incorporating the components of QI

• Achieve buy in for a shift from QA to QI by convincing leaders of the wealth of untapped strategic data QI can capture
  
  

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