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.
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?
What Call Center Agents Wish That Managers Knew About Monitoring
How Can Call Center Quality Management Predict Brand Success?
Do You Know the Best Way to Measure Call Center Quality?
How Scorebuddy Call Center QA Helps One of the World’s Largest Airlines
Why Scorecards Are A Call Center QA Manager’s Secret Sauce
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