call center qa jobs

Call Center QA

utility customer experience, call center best practices

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.

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customer service empathy training

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.

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Samsung Call Center Quality Case Study

With both call centers outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to review the quality assurance framework and make improvements to the customer support experience.

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call center management, call center leadership, call center leadership training

Call Center Lessons on Leadership

Call Center Team Leaders are often required to make the transition from an experienced agent to a leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied. 

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What is call center quality monitoring

What is Call Center Quality Monitoring?

Call Center Quality Monitoring Defined

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how to improve customer experience

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.

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How do we get more out of our QA?

How do we get more out of our QA?

How to get more out of call center QA metrics? QA function should support the operational delivery of efficient Customer Experience outcomes.

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effective contact center coaching

Our QA outcomes don’t support effective coaching

Delivering Effective contact center coaching FAQ. Well-trained & coached agents are vital in the representation of a company and its brand.

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Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way

How to generate Call Center Quality insights from quality monitoring.

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