call center qa jobs

Human Element

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.

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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.

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The seven deadly sins of call scripting in contact centers

Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.

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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.

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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.

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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.

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High Stakes: the Impact of Cultural Communication Styles on Your Global Quality Program

We are proud to work in over 45 languages, and we understand the diverse ways culture can impact Customer Experience.

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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.

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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.

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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.

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