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Complimentary Webcast: Wednesday, March 1st - Best Practices: Quality Management On The Customer Experience - Zoom International

March 2, 2017

3/1/17 Best Practices: Quality Management on the Customer Experience – Zoom International
Join us and learn what it takes to excel at quality management (QM) on the customer experience. This webcast will discuss the top 3 elements needed to move from QM on the voice channel to QM across all channels. These include: • Strategy. How the QM department can play a more strategic role and impact key business metrics • Leadership. The QM leadership and communications required to achieve an 82% net promoter score • Change Management. Managing the change from single channel, voice-based QM to integrated, omnichannel QM 




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