Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Industry Insights
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
WFM
WFM
Planning
Forecasting
Scheduling
IntraDay
Erlang
Directory
News
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
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
Call Centre Quality Assurance Guidelines & Tips
It is impossible to emphasize the importance of call centres to the consumer experience. The call centre is often the fi..
Read more...
Mastering Contact Centre Quality Assurance
Discover expert insights, proven methodologies, and cutting-edge technologies to elevate customer satisfaction & dri..
Read more...
A Guide to Contact Centre Quality Assurance
Modern customers demand nothing short of exceptional service, and the contact centre is a crucial touchpoint to deliveri..
Read more...
How to Better Tag Your Customer Interactions
While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component o..
Read more...
3 Strategies for Developing Call Centre Quality Assurance Guidelines
Dick Bourke discusses how you can develop quality assurance (QA) guidelines for your contact centre, before stressing th..
Read more...
Case Study: Freshly Builds New Quality Assurance Programme
This case study investigates how Freshly, the ready-to-eat healthy meal delivery company, improved customer satisfaction..
Read more...
11 Tips and Tools to Improve Call Centre Quality Assurance (QA)
Our panel of experts suggest key examples of tools and techniques to improve contact centre quality assurance (QA). 1. C..
Read more...
59 Call Centre Quality Assurance Tips
Tips on How to Improve Quality Monitoring and Performance Management process, sent in by our readers. Includes call ce..
Read more...
Evaluagent Recognized as a Leader in Contact Centre Quality Assurance
Evaluagent rounds off a brilliant year by being awarded 19 badges by G2, the largest and most trusted platform for softw..
Read more...
How to Properly Tag Chat Conversations — And Why It’s Essential
Tadas Labudis at Playvox explains how customer chats are filled with insights into what your customers want and the prob..
Read more...
Why a Purpose-Built Quality Assurance Solution Will Make Your Life Easier
Quality monitoring, absenteeism, poor morale and staffing issues are all much more difficult to get right if you have po..
Read more...
Evolving a Strategic Call Centre Quality Assurance Framework
Dick Bourke encourages us to look at the quality assurance big picture, noting the three different levels of call centre..
Read more...
Using Analytics with Call Centre Quality Assurance Reduces Churn
Dick Bourke discusses how to best make use of quality assurance (QA) analytics tools to aid customer retention. How many..
Read more...
Editor's Pick
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
Latest Resources
White Paper: How to Empower Your Agents and Elevate Customer Experience
Guide: Work From Home vs Return To Office
Upcoming Events
Advancing CX With GenAI-Powered Innovation – Webinar
Tue 02 Apr 2024
Introducing EnghouseAI – Practical AI for Smarter CX – Webinar
Thu 04 Apr 2024
Latest Insights
How Did Remote Work Revitalize Collaborative CX?
5 Signs You Need a VoiceBot
Featured Articles
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
The Key Elements of a CX Lifecycle and Ways to Improve It
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?