Sharon OatwayMay 254 minContact Center Outsourced Quality Assurance PrimerThe top 10 reasons companies outsource their call center or contact center quality monitoring.
Sharon OatwayMay 186 min4 Reasons to Consider Outsourced Contact Center Quality AssuranceInvestigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Kirk DunnMay 173 minBest Practice: Managing a Call Center Quality Assurance 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 OatwayApr 187 minPeace of Mind for Outsourced Call Centers: Independent Quality AssuranceYou 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 OatwayApr 67 minCall Center Quality Monitoring Best Practices10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.
Sharon OatwayOct 3, 20196 minThe Latest Trends in Contact Center Quality Assurance - Contact Center Pipeline (2019)The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.