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Written by Scorebuddy


What's included in the Quality Assessment eBook?


  • Quality Assessment in today’s contact centres.
  • The business case for QA.
  • Expert opinion on Quality Assessment, from Carolyn Blunt.
  • Tips for Quality Assessment Design and Implementation.
  • Common features found in QA solutions and how to optimize them.
  • QA tools and buying considerations, including a template for calculating ROI.
  • A case study on QA.


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Tags: Resources


Soft Skills in the Call Centre Environment

In this eBook, you will learn:
– How soft skills are a predictor of agent performance.
– How to assess soft skills in the agent hiring process.
– How to develop soft skills in your agents as part of their training.
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