Call centers play a vital part in the UK economy, with the industry’s revenue expected to reach £2.5 billion over the next five years. Call center agents assist customers across a wide range of sectors — from finance and healthcare to retail and DIY. They serve as a vital point of contact between companies and…

Call center quality management aims to monitor, evaluate, and improve the performance of call center agents. Maintaining excellent levels of call center quality is integral to delivering great customer service. Some 73% of businesses with exemplary customer service outperform their competitors, and 33% to 62% switch to a competitor if they have a poor experience….

Quality Assurance (QA) is an essential component of any Contact Center’s operations, ensuring that customer interactions continuously meet and exceed the desired standards. Over the years, QA practices have evolved from manual processes relying on spreadsheets to incorporating dedicated software solutions. However, with the invention of artificial intelligence (AI), there is a tremendous opportunity to revolutionize QA and achieve unparalleled accuracy and efficiency. So, how do you integrate AI into QA and what is its potential impact on organizations?

Introducing SmartView Custom Dashboards: Take Control of Your QA Data Like Never Before! Today is an exciting day as we unveil the latest addition to our QA and Improvement platform: SmartView Custom Dashboards. With this groundbreaking feature, you can now take control of your QA data like never before, gaining deeper insights and making data-driven…

In a move aimed at bolstering consumer protection and addressing the growing concerns surrounding problem gambling, the Gambling Commission has recently introduced a series of new rules for gambling operators. These guidelines specifically relate to the evaluation of customer interactions, ensuring that operators engage with consumers who may be at risk of developing gambling-related issues. …

In the US healthcare insurance industry, providing quality services and ensuring ethical practices are essential to building trust and maintaining the wellbeing of beneficiaries. However, recent reports have shed light on concerning trends of unethical behavior in contact centers, specifically within private sector sales and marketing for Medicare Advantage (MA) plans. As the Head of Quality Assurance, you have a critical role to play in unmasking these unethical practices and ensuring compliance with regulations

In recent years, the gaming industry has experienced unprecedented growth, evolving into a massive global market that captivates millions of players worldwide. With advancements in technology, the rise of online gaming, and the increasing popularity of esports, the industry’s potential seems limitless. In fact, industry analysts predict that the gaming market will reach a staggering worth of $470 billion by 2030, and the global gambling market to reach $1.4 Trillion by 2030

In today’s frantic corporate world, call centres are crucial to providing excellent customer service. However, call centres can face challenges that impact operational effectiveness, customer happiness, and regulatory compliance because of the large volume of customer contacts and sensitive data processing. Using effective risk mitigation measures can help to ensure smooth operations and reduce the…

As the UK experiences rising interest rates to a harsh 5% base rate – the 13th consecutive rise since December 2021 – it becomes imperative for Quality Assurance and Compliance Managers to understand the implications for finance products and their responsibility in upholding Consumer Duty through quality assurance.

A countdown to compliance The FCA Consumer Duty is a new regulation that will come into effect in the UK on 31st July 2023, but navigating regulation compliance for your contact centre doesn’t have to be a headache. Watch our webinar with leading law firm Burness Paull to understand how to tackle consumer duty head on…