In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.
Training & Coaching
Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.
Pete Dunn discusses how and why measurement in contact centres doesn’t always add up as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how call scripting in contact centres can be a double-edged sword as part of our ‘Seven Deadly Sins’ series.
Pete Dunn discusses how to ensure your call monitoring is saintly as part of our ‘Seven Deadly Sins’ series.
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.
Our vision is to create a mentally healthy workplace with an engaged workforce that is productive, resilient and positive, as well as an open culture.
Many organisations see QA as a compliance-driven, risk-based activity. The real value of QA impact is much larger with multiple touchpoints.
There are many different functions that operate within a contact centre. Your contact centre should be like the queen in chess.
One of the services we offer under managed quality services is large-scale quality monitoring in multiple languages.