You can do better without spreadsheets
We spend a lot of our time talking to the business community about their quality management process and it turns out that nearly 48% of quality managers use spreadsheets to measure the quality of the customer service function (with 18.5% using paper!). This article looks at the issues surrounding the use of spreadsheets.
Defining the Operational Call Center QA Framework (Blog #2 in a Series)
7 Simple Tips for Designing Call Center Agent Incentive Programs
Evolving a Strategic Call Center QA Framework (Blog #1 in a Series)
How to Better Leverage Your Call Center QA Team
5 Can’t-Miss Tips to Boost Call Center Quality Assurance
How to Have Difficult Conversations with Call Center Agents
4 Areas Call Center Decision Makers Need to Know
Still Using Spreadsheets for Call Center QA?
Regulatory and Compliance Mistakes Can Cause Invisible Risk to Your Call Center
What Quality Assurance Managers Wish Agents Knew About Monitoring
H2H – The Human Touch in Call Centers is More Important Than Ever
Are Your Call Center Agents Going the Extra Mile?
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