QUALITY MANAGEMENT (QM) TECHNOLOGY

TRAINING OVERVIEW

The “Quality Management (QM) Technology” Training by DixonTech offers participants essential tools to measure agent performance, assess customer interactions, and drive improvements. As W. Edwards Deming said, “Quality is everyone's responsibility.” Our course covers QM technology comprehensively, teaching participants to evaluate interactions, establish standards, and use analytics for improvement. Key features include call recording, reporting, omnichannel capabilities, analytics, and performance management. Participants leave equipped to enhance customer experiences and optimize operations for success.

Professional TRAINING TOPICS - Modules

• Overview of Quality Management (QM) Technology
• Key Features and Capabilities of QM Technology
• Implementation Strategies for QM Technology
• Utilizing QM Technology for Continuous Improvement
• Impact of QM Technology on Customer Experience and Organizational Performance

By the end of this training course, delegates will be able to

• Understand the fundamentals of Quality Management (QM) Technology
• Identify and leverage key features of QM Technology for monitoring and evaluating agent-customer interactions
• Implement QM Technology effectively within their organization to drive continuous improvement
• Analyse the impact of QM Technology on customer experience and organizational performance
• Develop strategies for maximizing the benefits of QM Technology in their contact centre environment

TRAINING IS TAILORED TO

• Contact centre managers and supervisors
• Quality assurance professionals
• IT professionals involved in implementing QM solutions
• Customer experience professionals
• Business leaders aiming to improve operational efficiency and customer satisfaction through QM technology

TRAINING METHODOLOGY:

The “Quality Management (QM) Technology” Training by DixonTech offers a comprehensive learning experience, blending theory with hands-on practice. Participants explore various aspects of QM technology, including call recording, reporting, monitoring, analytics, and performance management. Our approach emphasizes interactive activities to ensure a thorough understanding of QM technology's impact on contact centre operations. By course end, participants gain the skills to utilize QM technology effectively for continuous improvement and enhanced customer experiences.

DAY 1:

OVERVIEW OF QUALITY MANAGEMENT (QM) TECHNOLOGY

• Understanding the Fundamentals of QM Technology
• Exploring the Customer Experience Command Centre
• Defining Quality Standards and Metrics

DAY 2:

KEY FEATURES AND CAPABILITIES OF QM TECHNOLOGY

• Call Recording and Quality Assessment
• Reporting and Performance Metrics
• Embracing Omnichannel Capabilities

DAY 3:

IMPLEMENTATION STRATEGIES FOR QM TECHNOLOGY

• Desktop and Real-Time Monitoring
• Leveraging Analytics and Speech Analytics
• Integrating Metadata and Post-Call Surveys

DAY 4:

UTILIZING QM TECHNOLOGY FOR CONTINUOUS IMPROVEMENT

• Identifying Areas for Improvement
• Delivering Timely Agent Feedback
• Enhancing Performance Management & Coaching

DAY 5:

IMPACT OF QM TECHNOLOGY ON CUSTOMER EXPERIENCE AND ORGANIZATIONAL PERFORMANCE

• Improving Customer Experience through QM Technology
• Cost Savings and Efficiency Enhancements
• Promoting Employee Engagement and Compliance