call center qa jobs

Resources

How to deal with an angry customer via the Contact Center

Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.

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prosource, outsource, or internal call center qa

ProSource, OutSource or Internal Call Center QA Team?

So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers?  One word … QUALITY!

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20 Call Center QA needs

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

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Omnichannel Customer Experience – Can you please everyone all of the time?

How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.

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Effective Call Center Quality

Podcast: The 4 Pillars of an Effective Quality Framework in the Multilingual Contact Center Setting

BPA Quality’s EMEA Quality Solutions and CX Manager Helen Beaumont-Manahan appeared on the Rutz Consulting podcast to discuss the four pillars of an effective quality framework in a multilingual contact centre.

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Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.

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coaching call center agents

Agent Coaching – Why and How to Make it Effective

This white paper will explore coaching as an integral part of a successful quality program. We will discuss the pitfalls and key performance measures required to make any coaching venture successful.

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Why call center quality monitoring is important

Why Quality Monitoring is Important for your Call Center?

This Contact Center Quality White Paper will examine Why Call Center Quality Monitoring is important to Customer Experience, Sales, Business Process Improvements, and so much more.

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utility customer experience, call center best practices

Best Practices in the Utility Industry

Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.

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Best Practices for Working from Home – Contact Centers

Best Practices for Working from Home contact centers to stay connected and engaged with their teams and customers in the time of physical distancing.

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Are you ready to make all your customer experiences excellent? So are we.

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