All Posts
Agent Performance
Customer Experience
Outsourcing Quality Monitoring
Customer Service
Call Center Quality Monitoring
Call Center Training

Jan 20
5 min

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 ...

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

Sharon Oatway

Jan 20
5 min

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspectiv

Kirk Dunn

Jan 5
7 min

When English is Your Second Language

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

Designing a Call Center Quality Assurance Scorecard

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

Call Center Quality Assurance Specialist Job Description Template

Sharon Oatway

Dec 1, 2020
2 min

Call Center Quality Assurance Specialist Job Description Template

The Quality Assurance Specialist is responsible for evaluating interactions between a customer and our Company’s call center associates ...

10 Tips for a Great Call Center Agent Training Experience

Sharon Oatway

Jul 28, 2020
9 min

10 Tips for a Great Call Center Agent Training Experience

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

Top 10 Qualities of a GREAT Call Center QA Analyst

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.

What's the best option: Internal or Outsourced QA?

Sharon Oatway

Nov 1, 2019
2 min

What's the best option: Internal or Outsourced QA?

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.

Best Practice: Managing a QA Calibration Session

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

Constructive Thinking in a Customer Service Environment

Kirk Dunn

Apr 15, 2019
2 min

Constructive Thinking in a Customer Service Environment

We all want to do well and are disappointed when we don’t. We are self-critical. We need to take the focus off ourselves and put it on ...

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

Kirk Dunn

Mar 5, 2019
2 min

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali

QA for your Outsourced Contact Center BPO Partners

Sharon Oatway

Mar 4, 2019
4 min

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

Leverage Questioning to Deliver Tailored Advice

Sharon Oatway

Feb 21, 2019
5 min

Leverage Questioning to Deliver Tailored Advice

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

3 Great Reasons to Outsource Your Call Center QA

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

Contact Center Outsourced Quality Assurance Primer

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

Leveraging Empathy to Build Better Customer Relationships

Sharon Oatway

May 10, 2018
5 min

Leveraging 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

4 Reasons to Consider Outsourcing your Contact Center QA

Sharon Oatway

Jun 19, 2017
5 min

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

Kirk Dunn

Sep 6, 2016
6 min

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

{"items":["5b198fc3d206f500140c0041","5af48fe999c65800cf1cef5b","5b2aa44ea7764f002b8cb1dc","5fda6821b64f5f0017dd6f87","5fc6b460848ba600173c26b5","5f2066d81ebd4d00175ff974","5ed026cef27bef0017c3aedc","5dbca43e80bf720017293a8b","5d960cdc245b1c00173ea4e9","5ce5a48523a6f100157d2fd9","5ce59f1f560db60015725c17","5c7e9408fdfc3e001cd8e72a","5c7d2dfb6e1b8a001cdb5c16","5c6ee0c62dfdb0001ca52713","5c6d969da420a104378ea73f","5baa60bfb9206f0014c1fae3","5af48fe999c65800cf1cef59","5b29842fafc7500014692393","5b2a93ed68ce21001320b0f5"],"styles":{"galleryType":"Columns","groupSize":1,"showArrows":true,"cubeImages":true,"cubeType":"fill","cubeRatio":1.3333333333333333,"isVertical":true,"gallerySize":30,"collageAmount":0,"collageDensity":0,"groupTypes":"1","oneRow":false,"imageMargin":32,"galleryMargin":0,"scatter":0,"rotatingScatter":"","chooseBestGroup":true,"smartCrop":false,"hasThumbnails":false,"enableScroll":true,"isGrid":true,"isSlider":false,"isColumns":false,"isSlideshow":false,"cropOnlyFill":false,"fixedColumns":1,"enableInfiniteScroll":true,"isRTL":false,"minItemSize":50,"rotatingGroupTypes":"","rotatingCropRatios":"","columnWidths":"","gallerySliderImageRatio":1.7777777777777777,"numberOfImagesPerRow":1,"numberOfImagesPerCol":1,"groupsPerStrip":0,"borderRadius":0,"boxShadow":0,"gridStyle":1,"mobilePanorama":false,"placeGroupsLtr":true,"viewMode":"preview","thumbnailSpacings":4,"galleryThumbnailsAlignment":"bottom","isMasonry":false,"isAutoSlideshow":false,"slideshowLoop":false,"autoSlideshowInterval":4,"bottomInfoHeight":0,"titlePlacement":"SHOW_ON_THE_RIGHT","galleryTextAlign":"center","scrollSnap":false,"itemClick":"nothing","fullscreen":true,"videoPlay":"hover","scrollAnimation":"NO_EFFECT","slideAnimation":"SCROLL","scrollDirection":0,"scrollDuration":400,"overlayAnimation":"FADE_IN","arrowsPosition":0,"arrowsSize":23,"watermarkOpacity":40,"watermarkSize":40,"useWatermark":true,"watermarkDock":{"top":"auto","left":"auto","right":0,"bottom":0,"transform":"translate3d(0,0,0)"},"loadMoreAmount":"all","defaultShowInfoExpand":1,"allowLinkExpand":true,"expandInfoPosition":0,"allowFullscreenExpand":true,"fullscreenLoop":false,"galleryAlignExpand":"left","addToCartBorderWidth":1,"addToCartButtonText":"","slideshowInfoSize":200,"playButtonForAutoSlideShow":false,"allowSlideshowCounter":false,"hoveringBehaviour":"NEVER_SHOW","thumbnailSize":120,"magicLayoutSeed":1,"imageHoverAnimation":"NO_EFFECT","imagePlacementAnimation":"NO_EFFECT","calculateTextBoxWidthMode":"PERCENT","textBoxHeight":0,"textBoxWidth":200,"textBoxWidthPercent":50,"textImageSpace":10,"textBoxBorderRadius":0,"textBoxBorderWidth":0,"loadMoreButtonText":"","loadMoreButtonBorderWidth":1,"loadMoreButtonBorderRadius":0,"imageInfoType":"ATTACHED_BACKGROUND","itemBorderWidth":1,"itemBorderRadius":0,"itemEnableShadow":false,"itemShadowBlur":20,"itemShadowDirection":135,"itemShadowSize":10,"imageLoadingMode":"BLUR","expandAnimation":"NO_EFFECT","imageQuality":90,"usmToggle":false,"usm_a":0,"usm_r":0,"usm_t":0,"videoSound":false,"videoSpeed":"1","videoLoop":true,"jsonStyleParams":"","gallerySizeType":"px","gallerySizePx":940,"allowTitle":true,"allowContextMenu":true,"textsHorizontalPadding":-30,"itemBorderColor":{"value":"rgba(242, 242, 242, 0.75)"},"showVideoPlayButton":true,"galleryLayout":2,"targetItemSize":940,"selectedLayout":"2|bottom|1|fill|true|0|true","layoutsVersion":2,"selectedLayoutV2":2,"isSlideshowFont":false,"externalInfoHeight":0,"externalInfoWidth":0.5},"container":{"width":940,"galleryWidth":972,"galleryHeight":0,"scrollBase":0,"height":null}}

Want to learn more?

Helping companies keep the promises they make®

1-866-920-2011

60 Days + 5 Ways to Lift your Call Center Net Promoter Score

4 Reasons Why Customer Surveys Are Challenging ... and 1 Under-Utilized Alternative

When English is Your Second Language

Designing a Call Center Quality Assurance Scorecard

Call Center Quality Assurance Specialist Job Description Template

10 Tips for a Great Call Center Agent Training Experience

Top 10 Qualities of a GREAT Call Center QA Analyst

What's the best option: Internal or Outsourced QA?

The Latest Trends in Quality Assurance

Best Practice: Managing a QA Calibration Session

Constructive Thinking in a Customer Service Environment

4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

QA for your Outsourced Contact Center BPO Partners

Leverage Questioning to Deliver Tailored Advice

3 Great Reasons to Outsource Your Call Center QA

Contact Center Outsourced Quality Assurance Primer

Leveraging Empathy to Build Better Customer Relationships

4 Reasons to Consider Outsourcing your Contact Center QA

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