20 Call Center QA Needs for a successful Quality Program
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.
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.
Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.
One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.
Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.
As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.