call center qa jobs

Quality Monitoring

How do we get more out of our QA?

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.

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Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way

How to generate Call Center Quality insights from quality monitoring.

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are we monitoring the right amount of call center interactions

Are we monitoring the right amount?

What is the best practice for call center quality monitoring sample size? What are your competitors doing? Is there a common minimum number of contacts we could monitor and be reassured it is enough?

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contact center training during a pandemic

The shifting dynamics of training in a pandemic

We’re passionate advocates of the power of good training programmes, and we know it’s one of the most important investments a company can make. One of the interesting things about the pandemic is the way it has changed the training landscape. What was once a nice-to-have is becoming ever more commonplace.

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Call Center Quality and Business Transformation

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.

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