The ultimate guide to building a business case for QA contact center software

The contact center has always been a challenging place to work – but today’s contact centers have to deal with more strains than ever. Whether it’s the demands of different customers, the expectations to deliver exceptional service across multiple channels, changing industry regulations or keeping your agents engaged… it’s a lot. You know this, of…

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Consumer Duty: What the FCA is looking for in 2024 and beyond 

If you thought Consumer Duty would be an initial tick-box exercise you just have to get through, you’d be wrong.  Nisha Arora, Director of Cross Cutting Policy and Strategy at the Financial Conduct Authority (FCA) has gone on record to emphasize that Consumer Duty will not be a ‘once and done’ exercise. That means you…

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Navigating regulations in online gambling: a guide to customer interaction

October 2023 saw the Gambling Commission issue updated formal guidelines to remote gambling operators, bringing customer safety to the forefront. The new framework outlines how operators must take a more proactive approach to customer interaction, placing more responsibility on contact centers and quality assurance teams to consistently and compliantly safeguard their customers.  But what are…

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Make every interaction count with 100% analytics

What if you realized your contact center only analyzed 2% of customer interactions? You’d be rightly alarmed at the scale of those missed opportunities. Yet that’s the reality for most firms according to new research. The remaining 98% of conversations represent a goldmine of untapped customer intelligence. A sea of untapped information How much do…

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Contact Center Gamification Training

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Complaints Scorecard Template

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Vulnerability Scorecard Template

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5 predictions shaping the contact center in 2024

It’s beginning to look a lot like… predictions season! With customer expectations shifting, technology advancing and contact centers in high demand, there’s a lot to consider for 2024. Whether it’s ever-evolving tech stacks, or a renewed focus on agent wellbeing, contact centers will have their work cut out for them if they want to ensure…

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Artificial Intelligence: Its place in the Contact Center

You’ll be in good company

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Balancing efficiency and effectiveness in the contact centre

In the dynamic world of customer service, contact centers are more than just communication hubs; they’re the vanguard of a brand’s reputation. As the digital age continues to shape and redefine customer expectations, the role of Quality Assurance (QA) in contact centers has never been more pivotal. But with demands on contact centers sky high,…

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