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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

Anatomy of a good call part 4: The Future

DO YOU REMEMBER THE DISCOS THAT YOU USED TO GO TO WHEN YOU WERE 16? If you met somebody nice you would have asked for/given them your phone number right?…
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What is a Quality Monitoring Scorecard?

We talk to Call Centre Managers & QA Managers every day, and scorecards will come up in the conversation close to 9 times out of 10. Some Call Centres are already using them in some form or another, but there is a large enough percentage of customers that would be new to the concept.

Check out this overview of what you should be looking to have in your scorecards…

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Anatomy of a good call: Part 3. Measurement

Typically Call Centers measure calls handled, average handle time or first contact resolution. In the case of a sales team the number of sales closed is often tied to performance. These are all justified and important to track, however, how do you REALLY know that you are providing a quality service?

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Anatomy of a good call: Part 2. Best Practice

During their job interview your agents will have said that they are great communicators. You will have assessed their language skills, their ability to do the job technically, their levels of empathy and their general demeanour.

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Anatomy of a good call: Part 1. Your Agents Brain

YOUR AGENTS ARE AMAZING! As you can see from the above illustration, every time they are on a call they are using their Frontal, Parietal & Temporal Lobes! Who’d have thunk…
Read more Anatomy of a good call: Part 1. Your Agents Brain
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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
Blog

What’s drink driving got to do with it? (A comment on Regulation)

While attending the Credit Summit in London on April 4th, I listened to a presentation by Tracy McDermott who is the Acting CEO of the Financial Conduct Authority in the…
Read more What’s drink driving got to do with it? (A comment on Regulation)
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Buying Call Center Quality Monitoring? Ask these Questions.

The last blog in this series of 'what questions to ask...' looks at other general questions that don't fit the pricing, product features or user-friendly categories. Let us know if…
Read more Buying Call Center Quality Monitoring? Ask these Questions.
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14 Product Feature Questions to Ask when Selecting a Contact Center QA Tool

When choosing a contact center QA tool there are many questions that need to be answered before you can make an informed decision. The decision maker needs to know clearly…
Read more 14 Product Feature Questions to Ask when Selecting a Contact Center QA Tool
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5 Pricing Questions to Ask when Choosing a Call Center QA Solution

When selecting a call center QA solution there are many questions that need to be answered before you can make an informed decision. Pricing questions are really important as they…
Read more 5 Pricing Questions to Ask when Choosing a Call Center QA Solution
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Quick Call Center Coaching Tips to Improve Performance

Need to improve call center performance? You’re not alone! Here is a list of quick call center coaching tips that you can start using immediately. Call Center Coaching Tip 1.…
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5 Fundamental Elements of Contact Center QA Solutions

Any QA solution will have a number of features, some basic version may have under 10 and other more complex ones will have more than 50. However there are only…
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