Quality Assurance

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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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.

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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.

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Culture, Tone and Language Considerations in Quality Assurance

One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.

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Maximising the Effectiveness of Quality Scorecards

One of the main areas we are asked about by clients and potential clients alike is: “What is the ideal scorecard?”. We take a look.

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Cost Centre or Profit Centre? When Quality Becomes an Agent for Change.

Leaders are challenging their organisations to re-think their quality models and making Strategic Quality a key part of their growth plans.

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