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.
Business Insights
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.
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.
Recognizing the importance of the Human Element in Customer Interactions
As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.
Agent Coaching – Why and How to Make it Effective
Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.