Try one of these Pages


Something has gone wrong and the page you're looking for may have moved.

Try searching the database

Related articles

Quality Assurance Vs Team Supervisor Good Afternoon All Our Quality Assurance Role is a new one and as yet still only a ..
Read more...
It is impossible to emphasize the importance of call centres to the consumer experience. The call centre is often the fi..
Read more...
What Do You Call Your “Quality Assurance” Team? Looking to reinvent or rebrand the QA team here, and since w..
Read more...
If you are looking to improve the customer service standards in your call centre, there are a few key things to consider..
Read more...
Dick Bourke discusses how you can develop quality assurance (QA) guidelines for your contact centre, before stressing th..
Read more...
Dick Bourke encourages us to start measuring qualitative factors, instead of using certain, more traditional, metrics. ..
Read more...
Our panel of experts suggest key examples of tools and techniques to improve contact centre quality assurance (QA). 1. C..
Read more...
Tips on How to Improve Quality Monitoring and Performance Management process, sent in by our readers. Includes call ce..
Read more...
The Playvox team discusses the basics of building a great call centre quality assurance (QA) scorecard. What gets measur..
Read more...
Almost three-quarters of contact centre advisors just “put up with” their quality assurance (QA) programme. ..
Read more...
Shilpi Gupta at Cyara asks if your call centre has a plan for quality assurance. CX Defects and Failures Present Real Ri..
Read more...
Establishing a strong and loyal customer base is the ultimate goal of any call centre operation. However, it’s the roa..
Read more...
Quality monitoring, absenteeism, poor morale and staffing issues are all much more difficult to get right if you have po..
Read more...
Dick Bourke discusses how to best make use of quality assurance (QA) analytics tools to aid customer retention. How many..
Read more...
Monitoring call centre quality assurance is an essential part of running a successful call centre. A call centre quality..
Read more...
You’ve decided to invest in a quality assurance (QA) program. This is fantastic news! By implementing a quality assura..
Read more...