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品質管理
使用評估表單來標準化與客戶互動的評估、降低評分偏差,並增加服務代表在語音和傳訊管道之間的評估涵蓋範圍。為了評估互動,品質分析師會根據表單中定義的條件執行評估。為了識別訓練機會,每個上司都可以檢閱其小組成員的評分。若要查看其表現,每個代表都可以檢閱自己的評分。

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