The seven deadly sins of a call monitoring quality operation
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
Training & Coaching
Knowing What Good Looks Like – effective call center program
Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.
Culture in Call Center Quality with Tone and Language Considerations
One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.
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.
Agent Coaching – Why and How to Make it Effective
Coaching is an integral part of a successful quality program; learn the pitfalls and KPIs for a successful coaching programme.