The Ultimate Guide to Call Centre Quality Assurance

You’ll be in good company

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How to Develop A Successful Quality Assurance Framework

You’ll be in good company

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What does the future hold for Quality Assurance?

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…

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Introducing our QA Maturity Tool: Helping your business flourish

Confusion and uncertainty shouldn’t be a rite of passage in the contact centre quality assurance (QA) journey… . Though it often is. With a noisy market and constantly evolving technology, figuring out what QA features your centre needs to thrive becomes a throbbing headache. We want to change that. Welcome to Maturity. With our new interactive…

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An Analytics Expert’s Tips to Improve Compliance with Automated Quality Assurance

We’ve all been hearing more about how conversation analytics and automated quality assurance can improve the customer experience – but can it manage your contact centre’s compliance risks too? Our auto-QA expert and analytics PhD, David Naylor, has valuable insights on AQA’s compliance applications and shares his thoughts on where the technology is currently at. “It’s…

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5 ways optimising your contact centre QA can save you money

Do you ever feel like you struggle to make the business case for investment in quality assurance (QA) in your contact centre?  You’re not alone.  On the one hand, the underlying logic is simple – low morale, undertrained agents, and inadequate workflows lead to low productivity, repeat interactions, underperformance, and high churn. Financial losses are…

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How to develop a successful quality assurance framework

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. It is easy to focus on performance metrics such as call answer times as they are readily available from systems, but while the…

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Contact Centre Compliance: Why Every Conversation Needs Coverage

As contact centres, we are a hotbed of high-risk compliance activity and are tasked with balancing complex and contradicting requirements:  Protecting customer data while making it accessible to the right people at the right time  Providing friendly and efficient service while delivering sometimes lengthy compliance scripts Ensuring agents are trained to meet ever-changing requirements and…

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Improving Customer Satisfaction: Make Every Conversation Count

Contact centres have always been a key touchstone for customer satisfaction, customer experience, and customer resolution – the difference now is the power that a single conversation can have.  In today’s climate, our customers are empowered by: more visibility through social media and reviews more brand choices and more disruptors  access to more information than…

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3 Top QA Scoring Tips for New Evaluators

Listening to a huge range of customer interactions and scoring each one quickly, fairly, accurately and consistently is no easy task.  That’s why so many evaluators find scoring difficult when they start – and that’s nothing to be ashamed of! If you’re a newly appointed evaluator in a contact centre – or you have a…

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