A discussion of Quality Assurance processes and tools from a recent survey by BenchmarkPortalBest practices of high performing centers.

Dayne Petersen has been managing and consulting with call/contact centers for a number of years. She has experience managing and operating both business-to-business and business-to-consumer call centers. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements.

In her most recent management role as Director of Call Center Operations, she acted as the internal “best practice and benchmarking consultant,” leading employee satisfaction surveys, introducing Six Sigma for call center process improvement and design, and implementing multi-media in the contact center.

Dayne is a passionate advocate of measuring Caller Satisfaction and Agent Satisfaction and using this data to develop effective Quality Assurance programs that deliver the desired outcomes.

Dayne is also the Senior Consultant with Minnesota-based Call Center Solutions and is certified by the Center for Customer-Driven Quality (founded at Purdue University) as a call center auditor, specializing in all areas of contact center operations.

Quality Assurance - One Minute Survey Results

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