By implementing an effective quality model, you can become a hero in your contact center. This article presents the building blocks for a comprehensive quality model-from strategy to documentation. All the steps are tied together to ensure the quality model contributes to the overall success of the organization.

The article provides specific examples and considerations as you begin contemplating the quality functions. How does a quality model impact interdepartmental linkages, your infrastructure, and your support groups? Is it necessary to make the model flexible in light of changing customer demands? Is it necessary to make the model consistent across multiple centers and multiple access channels? Is it necessary to link quality with external measurements of customer satisfaction? Although your answers to these questions will reflect your unique situation, the article will put the pieces in place to help you evolve into a contact center quality guru!