Sharon Oatway

Contact Center Outsourced Quality Assurance Primer

The top 10 reasons companies outsource their call center or contact center quality monitoring.

Sharon Oatway

Top 10 Qualities of a GREAT Call Center Quality Assurance Analyst

Contact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.

Sharon Oatway

Designing 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 Dunn

Best Practice: Managing a Call Center Quality Assurance 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

Call Center Scripts, Call Flows, Communication Templates, Interaction Guides for Improved Results

Everything you need to know about call center scripts, call flows, templates and more! See examples and learn about the pros and cons of...

Sharon Oatway

Call Center Quality Monitoring Best Practices

10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.

Sharon Oatway

60 Days + 5 Ways to Lift Your Call Center's Customer Loyalty Scores

Whether you are tracking customer loyalty through NPS, CSAT, or some other measure, here are 5 ways to lift your results in 60 days.

Sharon Oatway

The 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.

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