Quality Monitoring

Our QA scores and CSAT/NPS scores are not aligned

How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences

ProSource, OutSource or Internal Call Center QA Team?

So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!

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.

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.

Samsung Call Center Quality Case Study

With both call centers outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to review the quality assurance framework and make improvements to the customer support experience.

call center management, call center leadership, call center leadership training

Call Center Lessons on Leadership

Call Center Team Leaders are often required to make the transition from an experienced agent to a leader, seemingly overnight. However, the foundations of good leadership require a shift in mindset and the skills required are many and varied.