How to improve call center NPS
Helpful insights on how to improve call center net promoter scores (NPS)
Quality Effectiveness Audit
20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program
Insurance Collections Bureau
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
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.
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.