Scorecards

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

3 months ago

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

4 months ago

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…

4 months ago

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…

11 months ago

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…

1 year ago

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…

1 year ago

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?”.…

6 years ago

Call Center Quality Software – the BPA Quality Builder

Built by QA people for QA people, our software provides leading technology to support the delivery of all aspects of your QA…

6 years ago

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