When English is Your Second Language

Many contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang

What's the best option: Internal or Outsourced QA?

Sharon Oatway

Nov 1, 2019
2 min

What's the best option: Internal or Outsourced QA?

Making a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...

Sharon Oatway

Oct 3, 2019
6 min

The Latest Trends in Quality Assurance

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

QA for your Outsourced Contact Center BPO Partners

Sharon Oatway

Mar 4, 2019
4 min

QA for your Outsourced Contact Center BPO Partners

Well, the reality is that outsourcing your contact center doesn’t mean you can step completely away. You need to stay engaged. Even the best

3 Great Reasons to Outsource Your Call Center QA

Kirk Dunn

Feb 20, 2019
3 min

3 Great Reasons to Outsource Your Call Center QA

The question is, what’s the best way to spend your limited QA funds? When you think about it, investing in a relationship with a third-party

Contact Center Outsourced Quality Assurance Primer

Sharon Oatway

Sep 25, 2018
4 min

Contact Center Outsourced Quality Assurance Primer

It almost always makes sense to outsource some or all of your quality monitoring to an independent third party. Here are the top 10 reasons

4 Reasons to Consider Outsourcing your Contact Center QA

Sharon Oatway

Jun 19, 2017
5 min

4 Reasons to Consider Outsourcing your Contact Center QA

Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.

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When English is Your Second Language

What's the best option: Internal or Outsourced QA?

The Latest Trends in Quality Assurance

QA for your Outsourced Contact Center BPO Partners

3 Great Reasons to Outsource Your Call Center QA

Contact Center Outsourced Quality Assurance Primer

4 Reasons to Consider Outsourcing your Contact Center QA