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9 Reasons to Consider Making a Move to Scoreless QA

By Erica Marois | Date Published: March 28, 2019 - Last Updated December 03, 2019 | Comments

Scoreless QA. Is that even possible?! While only 10% of the ICMI community currently uses a scoreless QA model, it's a trend that's on the rise. And according to our #ICMIchat community, for good reason. If you're intrigued by the idea, skeptical, or somewhere in between, watch this quick video. Ready to learn more? Join us this May at Contact Center Expo and attend the half-day workshop "Scoreless QA: How to Focus on Behaviors and Forget about the Numbers." Details here.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Coaching And Quality Management

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