What is the role of a contact center quality performance management (QPM)?

The role of a contact center quality performance management (QPM) is to ensure that the contact center operation is meeting and exceeding customer expectations. QPM involves establishing and monitoring key performance indicators (KPIs) to measure the quality of service provided by the contact center agents. It includes monitoring call recordings, analyzing customer interactions, providing feedback and coaching to agents, and identifying areas for improvement. QPM also plays a crucial role in enhancing customer satisfaction and loyalty, as it allows for the identification and correction of any issues or gaps in the customer service experience. Ultimately, the aim of QPM is to drive continuous improvement and optimize the performance of the contact center to achieve the highest levels of customer satisfaction.

This mind map was published on 5 October 2023 and has been viewed 106 times.