Most company's report a significant gap between internal quality monitoring scores for their call center and survey results. Recognizing the gap is only a starting point. Understanding it's impact and correcting the gap (ending the frustration) is a high-level outcome of 360QM.

360QM is the cobination of external quality monitoring with internal quality monitoring. 

• External Quality Monitoring (EQM): External call monitoring captures the customer's perception of service delivery by combining a customized real-time post-call suvey program with Survey Calibration.  This allows for report card accountabilities from surveys to all levels, especially front-line agents.
• Internal Quality Monitoring (IQM): Internal call monitoring captures your organization's perspective of service delivery and assists to identify process and performance opportunities.

Both perspectives are captured and analyzed to improve decision making ability and leverge the contact center and its' assets. Read more >