-
Introduction to Quality Management 3 min
-
Managing Forms 13 min
-
Calibrating Quality Forms 5 min
-
Managing Quality Plans 5 min
-
Evaluating Interactions 6 min
-
The Agent Experience 3 min
-
Monitoring Performance 6 min
-
Knowledge Check 5 min
- Training Satisfaction Survey
-
Training Satisfaction Survey
Quality management
Supervisors, set up your program by creating quality forms and plans and then monitor agent performance.
If you're a supervisor, learn to evaluate agents interactions by creating and managing quality forms, planning evaluation programs, monitoring performance, and reviewing progress on assigned quality plans.
After completing this course, you'll be able to:
- Manage forms
- Calibrate quality forms
- Manage quality plans
- Evaluate agent interactions
- Monitor performance