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5 ways quality assurance improves employee engagement

By Charlotte Ward | 5 Nov 2019
Can quality assurance have an impact on employee engagement? The benefits of high levels of employee engagement have long been understood. In fact, that so-called "wonder drug” has high correlations not just with customer satisfaction, but,...
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Mythbusters: Are Quality Assurance teams all that bad?

By SJ Thompson | 8 Oct 2019
If you’ve ever worked in a customer service or regulated industry, chances are you’ve either done some form of quality management yourself or you’ve come across a team who has. Quality Assurance or QA teams have never been the most popular area...
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Top tips for introducing agent self-scoring to your team

By Jaime Scott | 24 Sep 2019
Self-scoring, self evaluations, self reflection, whatever you call it, it's the process where your front-line employees mark their own work, listen back to their own calls and evaluate their own performance against the same guidelines used by the...
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Quality Assurance: How to improve the perception and achieve great results

By Martin Jukes | 5 Sep 2019
The perception of Quality Assurance is a struggle for many. It’s often still seen through a negative lens, as a way of ‘catching people out’ or ‘Big Brother is watching’ and for agents it is seen as a necessary evil, a mundane process that...
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How to use Reward and Recognition as an Employee Engagement tool

By SJ Thompson | 3 Sep 2019
When a business has high levels of employee engagement, they will see a range of great benefits, from increased productivity to higher levels of customer satisfaction. A happy employee is more committed to their employer and willing to put in...
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How to motivate disengaged team members with tips for employee engagement

By SJ Thompson | 3 Sep 2019
You might already know of Maslows Hierarchy of Needs, used across the world to show the different stages of human needs from survival all the way to self actualisation. Well, we've revamped Maslows Hierarchy of Needs to relate to employee...
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