Call Centre Quality Assurance Best Practices

Failure to implement a comprehensive customer survey programme could cost you more than your job.

By Jonny Bradshaw | 14 Feb 2017

Do you realise that you could be held personally responsible and fined for failing to listen to your customers?

By Jonny Bradshaw | 30 Jan 2017

"That’s right, treat agents as intelligent, self-determining individuals with a desire to increase their knowledge and improve their skills."

By Jonny Bradshaw | 23 Jan 2017

From self-drive electric cars to solar energy to space rockets, is there any business sector that Elon Musk can’t master?

By Jonny Bradshaw | 16 Jan 2017

“The customer experience is the new battleground!” Forbes’ celebrated rallying cry shows no signs of abating.

By Jonny Bradshaw | 7 Jan 2017

A new year is upon us and with it the perennial problem of how to improve call centre agent motivation.

By Jonny Bradshaw | 24 Dec 2016

If you want people to perform better, you reward them, right? Wrong.