call center qa jobs

Call Center QA

Creating connection in Contact Center Conversation – The art of conversation: Part Two

Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.

READ MORE

How Conversation impacts Contact CenterThe art of conversation: Part One

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.

READ MORE

The seven deadly sins of measurement in contact centres

Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.

READ MORE

The seven deadly sins of a call monitoring quality operation

Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.

READ MORE

call center optimization

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.

READ MORE

Knowing What Good Looks Like – effective call center program

Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.

READ MORE

what is qa, why is call center quality

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.

READ MORE

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.

READ MORE

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.

READ MORE

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.

READ MORE

    Which of our services are you interested in?