Your QA program is only effective if your agents are engaging with it, taking their feedback on board and continuously developing their skills in line with your quality standards. 

I know I have been guilty in the past for spending all my time getting a QA program off the ground, only to realise I had not considered exactly how to keep my agents engaged with it!

Let's help each other by sharing some tips on how to keep engagement high with our quality programs!

Let's hear:

  1. How do you ensure your agents read the feedback left for them?
  2. How do you keep your agents engaged with support quality overall?