Free Resource

ICMI Tool Kit: Quality Management in the Contact Center

Improve contact center quality management

Your contact center agents want to deliver the customer experience your business expects. But they need your help. The ICMI Tool Kit: Quality Management in the Contact Center can help you develop or improve your quality management (QM) program. Created by the International Customer Management Institute (ICMI), it’s the kind of document you’ll keep in your bottom desk drawer and refer to time and time again.

Download the quality management tool kit for professional advice on:

  • How to plan and develop an effective Quality Management program
  • How to calculate the ROI of training and coaching
  • How to apply the SAFE coaching framework
  • Tips for developing a peer mentor program

Get valuable, proven tips and methodology when you download this free resource!


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