Transforming Technical Support: A Guide to Implementing a Successful Quality Management Program

By Jerry L Withers

Technical support contact centers face a common challenge - providing high-quality service to customers while maintaining efficiency and productivity.

Poor service can lead to decreased customer satisfaction and loyalty, which can have a negative impact on a company's bottom line. Technical support representatives may struggle to meet performance standards, and employee engagement may suffer as a result.

This book offers a solution to these challenges by providing a comprehensive guide to implementing a quality management program in a technical support contact center. Readers will learn about key components of a quality management program, including performance standards, quality monitoring, coaching and feedback, training and development, and continuous improvement. They will also learn best practices for implementing a quality management program, including stakeholder engagement, change management, and ongoing evaluation.

This book provides practical strategies and insights to help technical support managers improve the quality of service provided to customers, increase employee engagement, and remain competitive in the marketplace. Readers will gain a deeper understanding of the importance of quality management in technical support contact centers and learn how to implement a successful quality management program.

This book is a must-read for technical support managers who want to transform their contact center by providing high-quality service that meets customer expectations, while maintaining productivity and efficiency.

• Format: Paperback
• Language: English
• ISBN: B0BZF9GHGD
• ISBN13: 9798388776228
• Release Date: March 2023
• Publisher: Independently Published
• Length: 82 Pages
• Weight: 0.27 lbs.
• Dimensions: 0.2" x 6.0" x 9.0"