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The Ultimate Guide To Speech Analytics

By Keir Woolhouse | 16 May 2019
Speech Analytics is one of the fastest growing technologies in contact centres. While it may not yet be mainstream, rest assured, it will be - and, as we shall see, for good reason. That said, as with much in the field of Artificial Intelligence...
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How to develop a successful quality assurance framework

By Martin Jukes | 30 Apr 2019
One of the biggest issues for growing customer service teams is the inability or failure to measure and manage the quality of service and conversation that front-line advisors are having with customers.
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6 Common Challenges with Calibration and how to overcome them.

By Reg Dutton | 11 Jan 2019
Welcome to the first Webinar of 2019 as our ongoing Webinar Wednesdays series continues.  
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How to create a great Quality Scorecard in your contact centre

By Jaime Scott | 7 Aug 2018
We all know that delivering an effective Quality Assurance program has the potential to completely transform agent performance, and the level of service delivered to every customer - but it’s often difficult to get buy-in from stakeholders who...
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Changing your Quality Assurance Process – A “How-to” Guide

By Reg Dutton | 4 Apr 2018
I think you’ll agree with me when I say that getting agents to sign up to, and understand your QA process can be difficult to say the least.
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The Ultimate Guide To Call Centre Quality Assurance

By Reg Dutton | 30 Sep 2017
According to Microsoft’s Global State of Multichannel Customer Service Report 2017, an eye-watering 97% of consumers say that customer service is crucial to retaining their loyalty.
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