Compliance & Risk Management

Risk Management &  Compliance across ALL Customer Engagement Channels using experts in call center quality assurance.

ProSource, OutSource or Internal Call Center QA Team?

So … how do you make sure that your agents are providing a fantastic customer experience every time they interact…

4 months ago

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

4 months ago

Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure…

4 months ago

Why Quality Monitoring is Important for your Call Center?

This Contact Center Quality White Paper will examine Why Call Center Quality Monitoring is important to Customer Experience, Sales, Business…

4 months ago

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…

4 months ago

What is Call Center Quality Monitoring?

Call Center Quality Monitoring Defined

4 months ago

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…

1 year ago


As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by…

2 years ago


Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA…

2 years ago

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…

3 years ago

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