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Quality Assurance for call centers

Articles

art of conversation

The art of conversation: Part One.

NEWS

In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Most of us would rather text than talk. In fact, texting is the most common way people use their smartphones – an invention which began life as a way to communicate with your voice. So, how has this apparent loss … Continue reading The art of conversation: Part One.

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call monitoring

The Seven Deadly Sins of Call Monitoring

NEWS

In the first in our latest blog series on ‘seven deadly sins’ in various aspects of call center operation, Pete Dunn, Community Engagement Manager, discusses how to ensure your call monitoring is saintly. Call monitoring is a fine art. It requires skill, knowledge, acute perception and the ability to turn observations into actions. So, there … Continue reading The Seven Deadly Sins of Call Monitoring

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call center quality assurance

20 Call Center Quality Assurance Goals

NEWS

Here are some Call Center Quality Assurance Goals to keep in mind when building a successful QA program: Define the goal:  Map your QA process to business goals 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 … Continue reading 20 Call Center Quality Assurance Goals

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call center service excellence

Is Service a Priority in your Quality Program?

NEWS

I get to help with quality dilemmas every day.  I field questions about how agents can better connect with customers, deliver call center service excellence, and show they care.  Leaders tell me, “I want the customer to feel like we are on their side and that we are listening to them.” There is no doubt … Continue reading Is Service a Priority in your Quality Program?

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types of quality programs

3 Different types of Quality Programs … Which is the best for your Customers?

NEWS

Did you know that 76% of consumers that partook in the Aspect Consumer Experience Survey view customer service as the true test of how much a company values them?  How about, according to the 2015 Global State of Multichannel Customer Service Report by Parature, 65% of the 1000 consumers surveyed said they would sever their relationship with a … Continue reading 3 Different types of Quality Programs … Which is the best for your Customers?

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Call center QA

4 Factors for Effective Quality Monitoring

NEWS

Listening is nice, however your agents will figure it out quickly if they know that you are merely listening and not doing anything with the information; they will use the Hawthorne Effect to their advantage! As a remedy, the agents must be provided with a strongly supported feedback mechanism that they can easily understand. There are four … Continue reading 4 Factors for Effective Quality Monitoring

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4 Reasons for Contact Center Quality

Call center quality monitoring

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