call center qa jobs

Quality Assurance

Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way

How to generate Call Center Quality insights from quality monitoring.

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are we monitoring the right amount of call center interactions

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 common minimum number of contacts we could monitor and be reassured it is enough?

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Call Center Quality Management

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 that for the better.

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Call Center Quality and Business Transformation

Call Center Quality and Business Transformation

How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.

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Dignity

Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.

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How to support vulnerable customers

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.

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Customer Experience Strategies

Handling the customer service experience in the festive season

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

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Digital transformation in the contact centre

Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.

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The seven deadly sins of measurement in contact centres

Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.

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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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