Program: Quality Assurance
1. Building a Quality Monitoring Form
How to Build an Effective Quality Monitoring Form
Practical information and engaging interactions for developing effective monitoring forms. Performance scoring guidelines will help you score each section accurately, and pilot testing will ensure the success of your quality monitoring program!
4. Voice of the Customer
Designing customer surveys and analyzing feedback
Let's face it, customer requirements are key. This course provides practical steps and tools for gathering and analyzing customer feedback via surveys. Social media can be a blessing or a curse, don’t underestimate its power!
6. Interaction Analytics
Implementing a Customer Analytics Program
Learn about three powerful analytic techniques that can give you valuable insights into your customer interactions. Learn how to get the most out of your analytics package, about the challenges of implementing analytics, and how to overcome common pitfalls.