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    Third-Party QA for Outsourced Contact Centers
    Sharon Oatway
    • Jun 9, 2021
    • 6 min

    Third-Party QA for Outsourced Contact Centers

    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.
    When English is Your Second Language
    Kirk Dunn
    • Jan 5, 2021
    • 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
    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
    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
    Want to learn more?

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