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“Quality” – A Reality Revolution

Join Jennifer Richard, Director Contact Center Operations at McKesson as she shares her organizations Quality Revolution journey and how it has led to an elevation of the customer (and agent) experience. An ICMI Certified Contact Center Strategic Leader, Jen has been leading contact centers for over
Join Jennifer Richard, Director Contact Center Operations at McKesson as she shares her organizations Quality Revolution journey and how it has led to an elevation of the customer (and agent) experience. An ICMI Certified Contact Center Strategic Leader, Jen has been leading contact centers for over 15 years. Her concept of evaluating and evolving the QA process, then equipping agents with the tools and understanding to be successful, is changing the status quo for her organization.
Recorded Sep 11 2013 21 mins
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Presented by
Jennifer Richard, Director Contact Center Operations, McKesson
Presentation preview: “Quality” – A Reality Revolution
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  • Title: “Quality” – A Reality Revolution
  • Live at: Sep 11 2013 9:15 pm
  • Presented by: Jennifer Richard, Director Contact Center Operations, McKesson
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