Contact center leaders know that their quality management (QM) programs are critical to customer experience (CX) and driving a connection between contact center performance and delivering business value. Yet it’s all too easy to settle into the status quo with your quality management program. QM can’t be looked at like risk mitigation—just helping to identify and mitigate bad customer experiences. Good QM should drive continuous improvement on virtually every facet of contact center performance—and a great QM program is often the building blocks for the best contact centers and brand experiences.