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.
Quality Consulting
Maximising the Effectiveness of Call Center Quality Scorecards
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.
Call Center Cost Center or Profit Center? When Quality is an Agent for Change
Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.
Recognizing the importance of the Human Element in Customer Interactions
As the QA sphere of influence grows, the need to capitalise on this key resource becomes imperative within your business.
Quality Monitoring RFP Template for Call Centers
Building a successful RFP for these contact centre QA services will save you time, money and help you identify the best company.