Sharon Oatway
60 Days + 5 Ways to Lift your Call Center Net Promoter Score
As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...
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Sharon Oatway
- Dec 16, 2020
- 9 min
Designing a Call Center Quality Assurance Scorecard
This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Sharon Oatway
- May 28, 2020
- 10 min
Top 10 Qualities of a GREAT Call Center QA Analyst
Contact Center QA Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
Sharon Oatway
- Nov 1, 2019
- 2 min
Internal or Outsourced QA? Things to consider
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.
Kirk Dunn
- Apr 30, 2019
- 3 min
Best Practice: Managing a QA Calibration Session
QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly
Sharon Oatway
- Mar 4, 2019
- 4 min
Outsource 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
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
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