Overview
Agenda

Course Introduction

Call Center Quality Assurance, or QA in short, can help align customer interactions with business goals. The aim of a good QA program is to enhance agent performance and maximize customer satisfaction. Creating and overseeing a QA program might seem like a challenging task, but with the right strategy, management tools, and software features, you will be able to maximize your agents’ performance!

Course information

Free course
6 videos
28 minute(s)
1 downloadable sheets

Course curriculum

    • 1
      Chapter :

      Introduction

      Creating and overseeing a QA program might seem like a challenging task, but with the right strategy, management tools, and software features, you will be able to maximize your agents’ performance!
    • 2
      Chapter :

      QA Processes: The Basics

      Creating and overseeing a QA program might seem like a challenging task, but with the right strategy, management tools, and software features, you will be able to maximize your agents’ performance!
    • 3
      Chapter :

      Creating a QA program

      Creating and overseeing a QA program might seem like a challenging task, but with the right strategy, management tools, and software features, you will be able to maximize your agents’ performance!
    • 4
      Chapter :

      QA evaluations in practice

      Creating and overseeing a QA program might seem like a challenging task, but with the right strategy, management tools, and software features, you will be able to maximize your agents’ performance!
    • 5
      Chapter :

      Feedback

      Creating and overseeing a QA program might seem like a challenging task, but with the right strategy, management tools, and software features, you will be able to maximize your agents’ performance!
    • 6
      Chapter :

      Practical Tools for QA Evaluations

      Creating and overseeing a QA program might seem like a challenging task, but with the right strategy, management tools, and software features, you will be able to maximize your agents’ performance!
Take the course

Meet Your Instructor

Zsófi Frankenberg

Internal Trainer

With over ten years experience in the contact center industry, Zsófi coaches and develops the staff at VCC Live. She has also trained and offered consultation to VCC Live's clients, as well as held on-site training sessions to help clients with their business aims and development needs.

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