The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents A publication by PlayvoxA Quality Management Leader's Biggest Challenge Quality Management (QM) Managers play perhaps the most critical role within a contact center. Most not only design the company’s quality management program but they also implement monitor, and report on it. The company’s customer service quality falls squarely on their shoulders, and with current industry statistics painting a sub-par picture of quality across the board, they have their work cut out for them. According to 2021 research by Gartner, 38% of customer service reps are disengaged at work, and 84% of disengaged reps are likely to look for a new job. 94% of consumers who rated their experience with a company as "very goo

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