How does your contact center measure and manage quality? While the quality process was first measured using literal, black-and-white metrics, successful contact centers have moved to a more intuitive approach focused on performance development through the use of a balanced scorecard.

QualityMentor from Ulysses Learning will help give your organization the competitive advantage by enabling you to measure your employees in a behavioral way that develops their performance – and enhances your training program.

With QualityMentor, Ulysses Learning’s team of quality experts will work in tandem with your internal quality staff to improve your contact center’s quality function and turn your quality team into true performance developers. This holistic approach gives your quality management team the tools to better monitor and mentor both your frontline agents and your internal quality frontline staff. Plus, your organization will learn how to focus on the behavioral level to understand agent performance and give the right feedback to affect change.

QualityMentor helps your organization:

“This process has really helped our quality team see their roles differently as not just those who police but as coaches themselves,” Vice President, Energy Company

“By utilizing Ulysses Learning’s quality team as a shadowing partner, we were able to incorporate our service strategy much more rapidly into our everyday practice because of their interpretation and understanding of the work,” Division V.P., Customer Service, Technology Company

“Our quality leadership team has been able to re-engineer our quality process to truly focus on performance development. I have also seen tremendous leadership growth within the quality team,” Contact Center Director, Insurance Company

QualityMentor is a complete, end-to-end solution that includes everything your organization needs to elevate its quality process:

• Implementation consulting to ensure alignment with your inside quality team

• Performance measurement to drive behavioral change

• Quality leadership development to align with the new development strategy

• Certified IT integration with your existing quality system

• Ongoing support and mentoring