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.
Customer Experience
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.
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.
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.
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.
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.
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.
Call Center Cost Center or Profit Center? When Quality is an Agent for Change
Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.
Recognizing the importance of the Human Element in Customer Interactions
As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.
Agent Coaching – Why and How to Make it Effective
Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.