Pro Tips for QA

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.…

2 months ago

What is Call Center Quality Monitoring?

Call Center Quality Monitoring Defined

2 months ago

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…

9 months ago

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…

9 months ago

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…

1 year ago

Are we monitoring the right amount?

What is the best practice for call center quality monitoring sample size? What are your competitors doing? Is there a…

1 year ago

Webinar: Using Quality Management to create a new, improved normal

Helen Beaumont-Manahan and Pete Dunn discuss what's changed for Contact Centres, Quality Management and Customers, and how we can utilise…

2 years ago

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