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We live and breathe QA! We’re sharing our best insights in the hope that they’ll be of some use to you.

Blog

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.

Read more You can do better without spreadsheets
Operational Quality Assurance
Blog

Defining the Operational Call Center QA Framework (Blog #2 in a Series)

Call center quality assurance (QA) is, by its very nature difficult to understand, measure, and improve upon. While quality assurance is centered on positive growth, the remaining challenge is that…
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Call Center Quality Incentives
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7 Simple Tips for Designing Call Center Agent Incentive Programs

Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone…
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Call center QA
Blog

Evolving a Strategic Call Center QA Framework (Blog #1 in a Series)

There are no shortage of reasons why call center quality assurance is a necessity, and improving customer experience and net promoter score (NPS) frequently tops that list. However, building brand…
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QA team
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How to Better Leverage Your Call Center QA Team

Managing hundreds or even thousands of calls a day is routine for most call centers, especially those that have found a working formula for success. Call center managers may think…
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call center qa rocket boost
Blog

5 Can’t-Miss Tips to Boost Call Center Quality Assurance

Today’s call centers play a pivotal role not only in a company’s bottom line, but also in its brand perception. Obviously, quality is a huge component in both initiatives so…
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QA Meeting
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How to Have Difficult Conversations with Call Center Agents

Call monitoring is one of the best tools for gathering information that supports your quality assurance efforts. But, no matter how good your data is, if you don’t act on…
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Call Center Priorities
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4 Areas Call Center Decision Makers Need to Know

Call center executives and QA managers are faced with challenges that demand both immediate and long-term attention to improve results for customers. A recent survey of call center managers and…
Read more 4 Areas Call Center Decision Makers Need to Know
Spreadsheets for QA
Blog

Still Using Spreadsheets for Call Center QA?

If you work in a call center of almost any size, you’re almost certainly familiar with the use of spreadsheets. Raw data for every department can be captured and converted…
Read more Still Using Spreadsheets for Call Center QA?
Call Center Compliance Issues like walking off a cliff
Blog

Regulatory and Compliance Mistakes Can Cause Invisible Risk to Your Call Center

One of the more daunting challenges facing companies relying on call centers, as well as call center outsourcers, is consumer data protection, privacy and the protection of personally identifiable information.…
Read more Regulatory and Compliance Mistakes Can Cause Invisible Risk to Your Call Center
CCTR agents quality assurance a
Blog

What Quality Assurance Managers Wish Agents Knew About Monitoring

Call center monitoring can get a bad rap among customer service agents. It’s natural that agents might feel uncomfortable with calls being recorded and evaluated. But, while it’s always possible…
Read more What Quality Assurance Managers Wish Agents Knew About Monitoring
Call Center Agent
Blog

H2H – The Human Touch in Call Centers is More Important Than Ever

Today’s companies rely heavily on customer relationship management initiatives in order to improve customer experiences and loyalty. One of the most important elements of establishing a loyal customer base along…
Read more H2H – The Human Touch in Call Centers is More Important Than Ever
Blog

Are Your Call Center Agents Going the Extra Mile?

If you ask your call center agents what their goals are, you will get different answers. Some might say “answering the phone quickly.” Others might say “making more calls than…
Read more Are Your Call Center Agents Going the Extra Mile?

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