Quality Assurance

Developing a tone of voice for your contact centre

To achieve excellence in Customer Experience, a consistent tone of voice is key for any contact centre. Our customers should be confident they will get the same level of service, and be dealt with in the same way, whenever and however they choose to contact us.

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Think & Grow Rich – why an 83-year-old business concept is still relevant today

Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over 80 years ago. The impact of his writings cannot be underestimated, and his book Think and Grow Rich has sold over 100 million copies since 1937.

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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.

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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

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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.

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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.

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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.

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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.

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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.

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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.

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