Read our FCA Consumer Duty summary and learn how quality assurance teams in contact centres an help businesses comply with this new regulation.

Evaluate any conversation in seconds with just one press of the button with the world’s FIRST ChatGPT-powered Quality Management platform! For years, contact center software providers have promised to automate evaluations and improve efficiency in the Quality Management process, but many solutions still require costly and complex implementation processes resulting in the majority of contact…

Quality assurance is paramount when it comes to keeping both call centre agents and customers satisfied. It can be used to monitor how customers are responding to agents, as well as helping team leaders identify any agents in need of help. Essentially, quality assurance is the process of determining whether a product or service meets…

We recently surveyed over 300 respondents to understand current behaviours and find out how organisations are planning on optimising the performance of their contact centres and their strategic priorities for the year ahead. 

You already know that Quality Assurance is a non-negotiable for your Contact Centre, maybe you’re already using a platform or you’re still sticking it out with spreadsheets, but are you sure you’re getting the best from your programme?

Often, contact centers should have a long-term goal to implement Quality Assurance or at least create a more structured process than what they currently have. It may be that they don’t have anything in place at all, or are using spreadsheets to try keeping costs down. More often than not, they know they need to…

You’ll be in good company

You’ll be in good company

Let’s face it, Quality Assurance will always play a part in the ongoing review and maintenance of our business. We love to monitor and track what we do, we love to measure how well we do it and all of this gives us the confidence and reassurance that we are doing what we say we…

In the world of customer service and contact centres, there are a number of different terms for quality assurance. Quality assurance, call monitoring, QA, interaction analytics, quality management, CRQM, conversation reviews, performance management, quality monitoring…  it’s all pretty much talking about the same thing.  Over time these terms were born from the development of operations…