Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
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.
The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.
Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.
We are proud to work in over 45 languages, and we understand the diverse ways culture can impact Customer Experience.
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.
Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.
One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.
One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.