Sharon OatwayMay 18, 202311 minTop 10 Qualities of a GREAT Call Center Quality Assurance AnalystContact Center Quality Assurance Analysts are often taken for granted and yet they are one of the most valuable roles in the contact center.
Sharon OatwayApr 18, 20237 minPeace of Mind for Outsourced Call Centers: Independent Quality AssuranceYou may have taken a leap of faith and outsourced your contact center to a BPO. But your responsibility doesn't end there. Learn more.
Sharon OatwayApr 6, 20237 minCall Center Quality Monitoring Best Practices10 Call Center Quality Monitoring Best Practices to take your quality assurance program to new heights.
Sharon OatwayOct 3, 20196 minThe Latest Trends in Contact Center Quality Assurance - Contact Center Pipeline (2019)The Latest Trends in Quality Assurance appearing in the September 2019 issue of Contact Center Pipeline by Mike Aoki.