One of the biggest challenges Quality Assurance teams face today is managing their time effectively. Under pressure, under-resourced and often under-valued, being responsible for running a Quality Assurance programme in any organisation can be a...

SaaS vendors unite! “No one gets sacked for buying…..” There was a time, not so long ago when contact centres bought all their contact centre management and workforce optimization software from one of the big boys. NICE, Verint, Avaya, CISCO,...

Is your team having conversations with customers through Intercom? Relying on reactions and customer feedback alone can be a risky business.

Quality Assurance and Compliance have a bad rep, because, when it’s not working… Agents can feel unfairly treated – “why do you always choose to mark my really bad calls?” QA Teams can feel unfairly criticised – “Careful, here come the Gestapo!”

Whether I’m trying to get to Barnard Castle, or understand how to get better at my job, I need some guidance to understand the roads / steps I need to take to get to my end point – my goal. These days, I use my iPhone for travelling because I...