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.
Quality Consulting
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.
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.
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.
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.
Building an Effective RFP Document for Quality Monitoring
Building a successful RFP for these contact centre QA services will save you time, money and help you identify the best company.