Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
Call Center QA
In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Helen Beaumont Manahan looks at why talk is not cheap.
Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
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.
Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.
Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.
One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.
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.