Business Systems have partnered with The Forum and Chris Rainsforth, Senior Customer Contact Specialist, to find out how UK contact centres are using Quality Monitoring in 2016 and whether it’s gaining momentum as an integral part of contact centre strategy.

The common assumption is that people already have the skills to deliver feedback. Contact centres investing in their staff are the ones who will thrive where others fail. This guide will help leaders and managers better engage with their teams.

It’s important to understand Quality Assessment (QA) and how it impacts the wider business. This Best Practice Guide to Quality Assessment will help you understand what you need from your QA solution and how to design your own quality framework.