SQM Group

Customer Quality Assurance: Why it works

CQA is one of the best practices for improving customer experience performance. Very few other initiatives have provided such performance improvement increases. For most organizations, the primary objective of their QA program is to improve the customer service experience, yet, very few organizations can factually prove that their customer experience has improved as a result of QA practices.

In this webinar, we share the business case and key benefits of utilizing a CQA program and why it works. You will learn:

  • which metrics matter most to customers
  • how CQA is different from traditional QA
  • the benefits of using CQA as an unbiased approach for measuring and improving customer experience
  • how to effectively utilize your QA program to improve customer experience while saving time and money


Dani KuntzPresented by:
Dani Kuntz Dani Kuntz LinkedIn
Senior Manager of Client Advocacy
SQM Group

WEBINAR - Customer Quality Assurance: Why it works

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