Sharon OatwayJun 9, 20216 minThird-Party QA for Outsourced Contact CentersYou may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.
Kirk DunnJan 5, 20217 minWhen English is Your Second LanguageMany contact center agents and front-line employees have learned English as a second language (ESL). For the most part, minor slips in lang
Sharon OatwaySep 25, 20184 minContact Center Outsourced Quality Assurance PrimerIt almost always makes sense to outsource some or all of your quality monitoring to an independent third party. Here are the top 10 reasons
Sharon OatwayJun 19, 20175 min4 Reasons to Consider Outsourcing your Contact Center QAInvestigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.
Kirk DunnSep 6, 20166 minSaying “No” to “No” – the Art of Positive Language in Customer ServiceNo 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