You may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.

True empathy involves using our feelings to understand the feelings of someone else.

As we continue to work with organizations to help improve their NPS, there are 5 key strategies that have proven successful across ...

Many contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang

There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....

As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.

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

Making a decision to keep your contact center Quality Assurance internally can have some downsides. Here are a few things to consider...

The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.

QA Calibration is an essential part of every contact center's quality program. Here are 7 tips to make sure your calibrations run smoothly

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

Effective and efficient questioning is the quickest and most engaging way to gather information and uncover the root cause of a problem.

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

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

Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.

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