Pro Tips for QA

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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Agent Coaching – Why and How to Make it Effective

This white paper will explore coaching as an integral part of a successful quality program. We will discuss the pitfalls and key performance measures required to make any coaching venture successful.

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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 Process Improvements, and so much more.

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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 and the drivers for their performance.

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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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Call Center Lessons on Leadership

Call Center Team Leaders are often required to make the transition from an experienced agent to a leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied. 

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What is Call Center Quality Monitoring?

Call Center Quality Monitoring Defined

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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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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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