Sharon OatwayJun 9, 20216 minThird-Party QA for Outsourced Contact CentersYou may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.
Sharon OatwayNov 1, 20192 minInternal or Outsourced QA? Things to considerMaking a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...
Sharon OatwayOct 3, 20196 minThe Latest Trends in Quality AssuranceThe Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.
Kirk DunnApr 30, 20193 minBest Practice: Managing a QA Calibration SessionQA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly
Sharon OatwayMar 4, 20194 minOutsource QA for your Outsourced Contact Center BPO PartnersWell, the reality is that outsourcing your contact center doesn’t mean you can step completely away. You need to stay engaged. Even the best
Kirk DunnFeb 20, 20193 min3 Great Reasons to Outsource Your Call Center QAThe 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
Sharon OatwaySep 25, 20184 minContact Center Outsourced Quality Assurance PrimerIt almost always makes sense to outsource some or all of your quality monitoring to an independent third party. Here are the top 10 reasons
Sharon OatwayJun 19, 20175 min4 Reasons to Consider Outsourcing your Contact Center QAInvestigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.