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Articles - Quality
What Are Some Challenges to QA?
5 Ways AI and Automation Can Improve Your QM Processes
15 Ways Contact Centre Technology Can Help Address Inefficiencies
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
Top 10 Customer Experience KPIs
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
How to Turn a Bad Agent Into a Good Agent
The Top 5 Agent Performance Metrics
7 Ways Technology Can Help Exceed Service Level Targets
5 Soft Skills Every Agent Needs Before Taking Their First Call
eBook: How Customers Can Lead Your Business Transformation in 2024
2024 Contact Centre Buyer’s Guide
How to Transform Your Contact Center to Deliver the “Digital X-Factor” – Webinar
Wed 21 Feb 2024
CCA Leaders’ Summit Series 2024 – Session 1
Thu 22 Feb 2024
Customer Experience Research 101
Seven Steps to Reshape Self-Service With CES
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
Top 10 Ways to Reassure Your Customers
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?