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…

As contact centres, we are a hotbed of high-risk compliance activity and are tasked with balancing complex and contradicting requirements: 75% of contact centres agree that compliance is a top priority. Yet, when faced with shaky compliance processes, many fall short of proactive intervention. And it’s no wonder. Without the right tools, compliance auditing can…

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: All this means it’s easier than ever for customers to go elsewhere. According to PwC, 1 in 3…

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…

There’s lots of great content out there if you want to go into the QA process in depth. Including our Ultimate Guide To Quality Assurance here. Sometimes however – particularly when you’re starting out – you want a top-level guide to contact centre QA that runs you through the basics and allows you to find…

Your QA scorecard is one of the most important elements to the QA process. If you design it well, your evaluators will be able to easily define whether your agents are providing great customer service, adhering to key industry compliance regulations and meeting the needs of your wider business. It’s not easy to create a…

It’s fair to say that, in many cases, remote working was an unwelcome imposition on contact centres in early 2020. That said, many have since embraced the model because of the cost saving and employee wellbeing benefits it offers. If you initially viewed remote working as a temporary measure, but are now considering it a…

In your contact centre, you can probably all agree on a few, high-level standards for a great customer interaction. Most contact centres would like their agents to sound approachable to customers, whatever channel they’re using to communicate. But what does an approachable interaction look like when it comes down to it? Evaluating agent interactions with…