The human element of a contact centre
The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.
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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.
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.
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.
High Stakes: the Impact of Cultural Communication Styles on Your Global Quality Programme
We are proud to work in over 45 languages, and we understand the diverse ways culture can impact Customer Experience.
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.
Conversations stand the test of time
Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.
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.
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.