What is Call Center Quality Monitoring?
Call Center Quality Monitoring Defined
Business Insight
How to Improve Customer Experience in the Call Center
9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.
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.
Best Practices in the Utility Industry
Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.
Customer Service Empathy Training to effectively support vulnerable customers
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
Insurance Collections Bureau
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
How to support vulnerable customers
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
Digital transformation in the contact centre
Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.
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.