Last month I read another great post by Connie Smith in which she outlined a talk she gave to the CCNG meeting in Lisle, Illinois. What struck me about Connie’s post was her premise (to which I heartily agree) that Quality Assessment is moving from being about the call center to being about the entire enterprise.
There is a tremendous amount of information for you to mine from your QA program. Beyond the "yes" and "no" behavioral data is a wealth of information about your company’s policies, procedures and how they affect the customer experience on a minute-by-minute, hour-by-hour, day-by-day basis.
The question is, "Are you listening?"