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In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. Using the analogy of quality management being a never-ending roadtrip, we said that creating quality forms and plans was similar to mapping a roadtrip, and that completing evaluations were like actually driving and embarking on the trip.

Many business leaders recognize performance management as a prime way to motivate learning and development within an organization, in addition to creating a culture of goal achievement and self-improvement.

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable customers.

NICE is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE. Ask employees in the NICE office in Cochabamba, Bolivia what an effective female technology leader looks like, you’re likely to hear Paola’s name come up time and time again. During her six-plus years at NICE, Paola has made a huge impact not just on our products, but also the people around her- inspiring the team to strive for utmost performance quality both from our software and from themselves.

Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged. Balaji Venkatech Bala, Senior Director of Customer Support for Sum Total Systems, sums up the importance for scripting in his organization.

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

As a call center leader, you’re faced with a myriad of complex and challenging tasks every day, and agent scheduling is perhaps paramount among them. It requires the skill to be able to examine daily work rotations, set the weekly agent rosters, as well as monitor agent availability and fluctuations in call volumes. Dealing with all these challenging and constantly fluctuating components requires relentless vigilance and the ability to change schedules at short notice.