Sharon OatwayMay 25, 20234 minContact Center Outsourced Quality Assurance PrimerThe top 10 reasons companies outsource their call center or contact center quality monitoring.
Sharon OatwayMay 18, 202311 minTop 10 Qualities of a GREAT Call Center Quality Assurance AnalystContact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
Sharon OatwayMay 17, 20239 minDesigning a Call Center Quality Assurance Scorecard [Free QA Scorecard Design Ideas]This guide highlights the key elements of a robust QA Scorecard that reflects your brand and delivers the customer experience that builds
Kirk DunnMay 17, 20233 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