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Calabrio

Quality management can become a mundane, repetitive process which is often delivered under duress. But with many agents working from home, a robust quality program is more important than ever. Join this session as Director of Calabrio International Presales Ed Creasey shares the four principles that, if followed, can supercharge your quality process. Attendees will learn how creating a vision that aligns to corporate goals, building transparency into the program, increasing your sampling to 100% on all channels and making sure to involve agents will help you create a program that engages the entire organization – from the C-level to the agents on the front line.