How to improve call center NPS
Helpful insights on how to improve call center net promoter scores (NPS)
Quality Consulting
20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program
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.
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.
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 Experience outcomes.
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.
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.
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.
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.
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.