Contact Center QA Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.

The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.

The reality is that everyone in every job has a need to master the fundamentals of sales -- whether it is selling a product/service directly

QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly

Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quality customer servi...

You decided to outsource your contact center. You put out an RFP and did your due diligence. You carefully considered the key drivers of success: retention o...

Customer Service Best Practices We know from experience that when we proactively provide customers with product suggestions and/or advice they are more likel...

As a company in a dynamic marketplace, you know how important call center QA is to ensure your customers are getting the best service possible. The question ...

What you need to know about outsourcing your Contact Center QA in 3 minutes In today’s business environment there is no question of the value of contact cent...

A 2-minute read that could save you from being blind-sided Congratulations! You have decided to outsource your contact center. No easy task these days with s...

When effortless is missing-in-action I keep thinking about the coaching I do in my professional life as a Call Center QA provider: about encouraging companie...

I recall the pandemonium following the release "The Ultimate Question" by Fred Reichheld in 2006. Could you really predict customer loyalty based on how the...

BTW: Empathy Hurts ... and Also Feels Good [Re-posted] In today’s market, the power of a company’s brand rests solely on the shoulders of its customers. A b...

As a Call Center QA provider, I have listened to years’ worth of customer service interactions. I have heard thousands of service representatives ply their t...

We all know that quality monitoring/assurance — followed up with high-quality coaching — is a key tool to drive efficiencies and effectiveness within the con...

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspective, not ours. Howe...

No one likes to hear the word ‘no.’ It is an obstacle and an irritation. It stops us from moving forward on our chosen path. And when we run into this block,...

10 Most Common Communication Reminders Many contact center agents and front-line employees have learned English as a second language (ESL). For the most par...