Webinar: Using Quality Management to create a new, improved normal
Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.
Quality Assurance
Handling the customer service experience in the festive season
Before we put our feet up for the festive holidays, here’s our expert advice on how to handle customer service during the busy Christmas period
How to deal with an angry customer
Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
Digital transformation in the contact centre
Digital transformation can dramatically alter every aspect of customer service – as well as having a huge and positive impact on cost.
The seven deadly sins of measurement in contact centres
Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.
The seven deadly sins of call scripting in contact centres
Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.
The seven deadly sins of call monitoring
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
Can you please everyone all of the time?
How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.
Knowing What Good Looks Like
Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.
Why Quality Monitoring is Important for your Call Centre
We examine Quality Monitoring for contact centres on many levels, right the way through to driving a Return on your Quality Investment.