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CCW Digital Glossary: Quality

An assessment of the contact center’s behaviors and practices.  It can be used to evaluate agents, systems, and the overall center.  It can be based on expectations of the customer, the agent’s success in properly representing the brand and its viewpoint, factors like consistency, accuracy and adherence and/or legal requirements.  In essence, “quality” is the extent to which the particular contact center is “doing what it is supposed to do.”