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

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

Moving from an "Exhausting" to "Effortless" Experience

We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?

How to Leverage Empathy to Build Better Customer Relationships

We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s

Customer Experience – Just another catch-phrase?

Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those

Approaching Customer Service with a 'Beginner's Mind'

A beginner’s mind is open and aware, ready to experience new things. A beginner’s mind approaches tasks and events without the baggage of pr

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.

Saying “No” to “No” – the Art of Positive Language in Customer Service

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

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