When we treat customers differently we are creating an 'unfair' environment that does not support customer loyalty. "Unconscious Bias" ...

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.

With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.

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

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

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

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

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 ...

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

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

We need to be constantly reminded of the EFFORT we ask of companies who do business with us. Is it worth it to the customer?

We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s

Those of us who have worked in customer service has been focused on removing ‘pain points’ from our processes and products for years. Those