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.
How to get more out of call center QA metrics? QA function should support the operational delivery of efficient Customer Experience outcomes.
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?
How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period
Pete Dunn, Community Engagement Manager, explores why customer service is so important, and some of the ways it can be delivered effectively.
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.
Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.