VereQuest Best Practice White Papers + eBooks
Drawing on decades of hands-on experience, VereQuest’s white papers and eBooks offer practical, human-centered insights to help you elevate service, empower teams, and navigate change with confidence. If what you read sparks ideas or feels familiar to your challenges, reach out—we’re here to help.
Unlocking the Power of AI in Contact Centers -- Without Losing the Human Touch
AI promises efficiency—but without the right design, it can erode the human experiences that matter most. VereQuest’s newest white paper demonstrates how leaders can integrate AI into their contact centers without compromising empathy, trust, or control. Discover practical frameworks, real examples, and human-in-the-loop strategies that keep people at the center of every interaction.
Healthcare Scheduling Call Centers -- Enhancing Efficiency and the Patient Experience
The patient journey starts long before the appointment—it starts with scheduling. When that moment goes well, everything that follows gets easier. When it doesn’t, frustration, delays, and no-shows ripple through the system. This best-practices guide shows healthcare leaders how to elevate both efficiency and the patient experience by combining stronger processes, better technology, and high-quality human interactions.
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VereQuest Call Center Training Program Assessment
Effective call center training programs are the backbone of great customer experiences. Use this quick assessment to confirm if your training program is aligned with industry best practices. Also check out the 2025 Call Center Training & Assessment Guide for more information.
Customer Service Rep Self-Assessment
Self-assessment for customer service representatives is helpful for professional growth. It allows reps to identify strengths and areas for improvement, enhancing their skills and aligning with organizational goals. This process keeps them engaged and motivated, ensuring high-quality service and increased customer satisfaction. Use this Self-Assessment Template as a starting point.
VereQuest Customer Journey Mapping Playbook
Customer Journey Mapping provides an opportunity to take a holistic view of the customer’s physical and emotional journey and design ways to differentiate the experience from competitive offerings. It offers a proven framework to uncover moments of truth and key opportunities to bring an experience to life.
VereQuest Guide to Outsourcing Your Contact Center's Quality Monitoring
In this eBook, we’ll examine the benefits and ROI for outsourcing your quality monitoring efforts as well as things to consider should you choose to outsource. It is our hope that, in the end, you’ll have all the information you need to make an informed decision about whether to outsource or keep your quality monitoring in-house.
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VereQuest's Top 20 Best Practices for Call Center QA
At VereQuest we have had the pleasure of conducting Contact Center QA for many of N.A.’s leading brands since 2002. Over this time, we have listened to or read well over a million customer interactions and we have come to understand what is important when crafting a successful QA program. This guide highlights the top 20 characteristics of a best practice QA program.
Does Empathy Matter? (Infographic)
This interesting infographic explores the impact of empathy -- or a lack of empathy - has on the overall customer experience.