Quality Consulting

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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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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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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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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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.

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