Training & Coaching

Coaching the contact centre – The art of conversation: Part Three

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.

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Creating connection in conversation – The art of conversation: Part Two

Helen Beaumont Manahan looks at the importance of creating connection in conversation during the daily operation of the contact centre.

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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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Our Mental Wellbeing Story

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.

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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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The importance of the queen

There are many different functions that operate within a contact centre. Your contact centre should be like the queen in chess.

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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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