20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program
How to improve call center NPS
Helpful insights on improving call center NPS (net promoter scores)
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- Build a QA quality culture and behavior framework: framework centered around improving the customer experience by focusing on the effort the customer makes, minimizing conduct risk, and providing the most positive customer outcomes
- Pay close attention to the correlation between QA scores and customer survey scores – note: Only 20-25% of customer satisfaction with a call is determined by the content of their conversation with agents
- Include agents and team leads in the calibration process
- Deep-dive analysis of the data identifies trends, insights, and areas that require the greatest focus
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Learn more about successful Contact Center Quality Programs
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.
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.
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.
What is Call Center Quality Monitoring?
Call Center Quality Monitoring Defined
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.
20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program
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.
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.
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.
What is Call Center Quality Monitoring?
Call Center Quality Monitoring Defined
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.