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About Us
Articles - Quality
Next
Elevating Customer Satisfaction With BPO QA Essentials
Does AI Really Have a Place in Quality Assurance?
What Is QA and Why Does It Matter?
How BPOs Can Use AI to Improve Quality Assurance
Why QA Is the Call Centre C-Suite’s Secret Weapon
7 Tips for Mastering Quality Management on Digital Channels
The Top 10 Customer Experience (CX) KPIs for 2023
Mastering Contact Centre Quality Assurance
How Do You Choose Which Calls to Score?
How to Navigate Rising Interest Rates
The 7 Quality Tools in BPO
Is Automation a Game Changer for Call Centre QA Compliance?
A Quick Guide to Call Listening
The 6 Barriers to Good Customer Service
How Do You Measure the Productivity of QA Auditors?
How to Structure a Quality Coaching Session
Call Centre Quality Assurance: How to Create an Excellent QA Programme
What Is Performance Management? With a Definition and Best Practices
6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance
How Do Other People Quality Monitor Their Calls?
How to Create the Case for Performance Change
Quality Assurance – 10 Experts Share Their Favourite Advice
A Checklist for Implementing… Performance Management Tools
19 Golden Rules for Call Monitoring
Next
Editor's Pick
21 Customer Service Apology Statements – With Examples
The Top CCaaS Vendors for 2023/2024
How to Calculate Attrition Rate – The Formula
Workforce Management vs Workforce Optimization – What’s the Difference?
Latest Resources
White Paper: How Contact Centres Can Become Employers of Choice
Recorded Webinar: Simplifying and Automating the Contact Centre
Upcoming Events
The UK National Contact Centre Conference
Tue 26 Sep 2023
CX Masterclass – Webinar Series
Thu 28 Sep 2023
Latest Insights
Intraday Automation – Real-Time Workforce Management
What’s Driving CX Trends in 2023?
Latest News
Case Study: SumUp Personalizes Quality and Improves CSAT
The Kerv and Genesys Partnership Goes From Strength to Strength
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