Your QA score is the least important number in your contact center. I mean that.
The 84 your analyst gave that call tells you almost nothing.
Think about what that score actually is. One person. Listening to maybe 2% of your calls.
Grading against a form somebody built years ago. It hurts your agents.
They get judged on a handful of random calls. One bad day becomes their reputation.
It hurts your customers. The problems that matter are hiding in the 98% nobody heard.
It hurts you. You spend hours arguing over whether something was a 3 or a 4.
That time should go to coaching.
And it hurts your company.
Leadership sees an 84 and thinks things are fine. They aren’t. Nobody can see it.
The score was never the point.
What happened on the call is the point.
Stop managing to a number. Start managing to what’s actually happening with your data.
In this episode I show you how!
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
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