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Brochure
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Survey Design & Data Analysis Workshops
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Integrated Quality Assurance (iQA)
3 Day Course
May 14-16, 2013
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This program covers all the competencies required to design, implement, manage and develop a CEM and business intelligence focused customer interaction quality assurance program. Skills covered include skills for both remote (e.g. contact centre) interaction QA and face to face (e.g. retail) interaction QA. The course includes details of methodologies to be used for all types of customer interactions including sales, service, retention, collections, enforcement etc.
Course Outline
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Understanding Customer Interaction Quality Assurance
Business objectives of QA
Operational objectives of QA
Strategic objectives of QA
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Quality Assurance management
QA's business value and ROI
Determining QA budgets
QA Workforce Management
QA job descriptions & Skillsets
QA Performance KPI's
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Implementing Quality Assurance
Modelling customer interactions
Developing a QA scorecard
Determining the baseline and control limits
Measuring quality Vs. Performance
QA validation techniques
QA in the multi-touchpoint environment
Determining business outcomes
Analysing & reporting QA
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Quality Assurance in Practice
QA mathematics
Confidence & data reliability
Sampling
Correlation
Mean, Median, Mode
Standard deviation
Trend analysis
QA technologies
QA customer surveys
QA (call & AV) recordings
QA observations
QA Mystery shopping
QA Auditing
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Maintaining and integrating Quality Assurance
QA and Coaching
Voice of the Customer (VOC)
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Limited Places
Note : 3 Registration For Any Single
Programme
Earns 10% Discount
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