How Conversation impacts Contact CenterThe art of conversation: Part One
In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Helen Beaumont Manahan looks at why talk is not cheap.
Resources
The seven deadly sins of measurement in contact centres
Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.
The seven deadly sins of call scripting in contact centers
Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.
The seven deadly sins of a call monitoring quality operation
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
The human element of a contact center
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.
Knowing What Good Looks Like – effective call center program
Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.
High Stakes: the Impact of Cultural Communication Styles on Your Global Quality Program
We are proud to work in over 45 languages, and we understand the diverse ways culture can impact Customer Experience.
Why Quality Monitoring is Important for your Call Center
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.
Conversations stand the test of time
Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.
Culture in Call Center Quality with Tone and Language Considerations
One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.