When creating you Quality Management plan, make sure to involve your agents during the design process.  Your frontline are the ones talking to your customers every day.  Getting their perspective can really help shape your company culture and drive your organization to be more customer centric. Check out the ICMI article below for tips and suggestions. #CX #Customerexperience #agentempowerment #QA #callcenters

https://www.icmi.com/resources/2020/get-agent-buy-in-for-quality-management-program?_mc=em_icmi_x_icmi_edt_aud_x_x_em1_2029