call center qa jobs

Quality Monitoring

coaching call center agents

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.

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Why call center quality monitoring is important

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.

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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.

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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. 

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What is call center quality monitoring

What is Call Center Quality Monitoring?

Call Center Quality Monitoring Defined

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agent tone of voice

Developing Agent Tone of Voice for your Contact Center

The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.

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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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