Pro Tips for QA

How to deal with an angry customer via the Contact Center

Our expert team takes a look at how to keep your cool in the face of frustration within customer service…

2 months ago

How to handle an irate customer in a call center?

5 Proven Steps to Handle an Irate Customer There’s no way of telling what type of customer you are going…

3 months ago

How to improve call center NPS

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

3 months ago

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

3 months ago

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

4 months ago

Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure…

4 months ago

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…

4 months ago

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…

4 months ago

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…

4 months ago

Best Practices for Working from Home – Contact Centers

Best Practices for Working from Home contact centers to stay connected and engaged with their teams and customers in the…

4 months ago

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