call center qa jobs

Customer Journey

how can contact center ai really show empathy?

Unleashing the True Potential of Contact Center Teams: Beyond the Realm of AI

Contact Center Ai is NOT Enough

In an era where Artificial Intelligence (AI) is often hailed as the game-changer in customer service, it’s crucial to remember the irreplaceable value of human touch. Contact centers are not just about resolving queries; they are the nurturing grounds for empathy, understanding, and genuine connection.

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What is Customer Experience and How is it Different from Customer Service?

What is Customer Experience and How is it Different from Customer Service?

What is Customer Experience and How is it Different from Customer Service? How to improve the relationship between the contact center and the customer.

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How to improve call center NPS

How to improve call center NPS

Helpful insights on how to improve call center net promoter scores (NPS)

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How to align Call Center CSAT/NPS

Our QA scores and CSAT/NPS scores are not aligned

How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences

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20 Call Center QA needs

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

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Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.

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customer service empathy training

Customer Service Empathy Training to effectively support vulnerable customers

Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.

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how to improve customer experience

How to Improve Customer Experience in the Call Center

9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.

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agent tone of voice

Developing Agent Tone of Voice for your Contact Center

The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.

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How do we get more out of our QA?

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 Experience outcomes.

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