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…

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…

We’ve all been hearing more about how 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 important to know…

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…

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…