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.
Articles
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.
Maximising the Effectiveness of Call Center Quality Scorecards
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.
Call Center Cost Center or Profit Center? When Quality is an Agent for Change
Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.