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.
Call Center QA
Are we monitoring the right amount?
What is the best practice for call center quality monitoring sample size? What are your competitors doing? Is there a common minimum number of contacts we could monitor and be reassured it is enough?
Webinar: Using Quality Management to create a new, improved normal
Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.
Call Center Quality and Business Transformation
How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.
USwitch
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Dignity
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Radian
Radian is an award-winning organisation, employing over 1000 staff, providing nearly 21,000 affordable homes across the south and providing care and support to over 450 people across the South East, through Radian Support.
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.