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Gap Analysis for Individual Training in the Call Center

Gap Analysis for Individual Training in the Call Center

A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take..

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If Your Contact Center Uses Spreadsheets, READ THIS

If Your Contact Center Uses Spreadsheets, READ THIS

This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and..

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Improving Customer Experience and NPS Through Quality Assessment

Improving Customer Experience and NPS Through Quality Assessment

Measuring call center Quality Assurance is necessary to improve NPS and other customer-driven experience analyticsthat..

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On-Demand Webinar: Quality Assessment — Empowering the Contact Center Manager and the C-Suite

On-Demand Webinar: Quality Assessment — Empowering the Contact Center Manager and the C-Suite

  • Why customer journey success is dependent on the investment made in preparing and supporting agents on their journey
  • Why your..
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Understanding Call Center Quality Assurance Frameworks

Understanding Call Center Quality Assurance Frameworks

Each call center, at one time or another, fits into, transitions through, or overlaps across three QA frameworks: Operational,..

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The Anatomy of a Good Call

The Anatomy of a Good Call

  • What makes your agents tick
  • What a good call looks like
  • What you should be measuring and how
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Best Practices in Call Center Quality Assessment

Best Practices in Call Center Quality Assessment

  • The business case for Quality Assessment in Call Centers.
  • Tips for Quality Assessment Plan and Construction.
  • Quality..
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Call Center Decision Maker's Guide

Call Center Decision Maker's Guide

Who has the time to read a valuable 320 page industry report? We have read it for you and written this summary.

10 years..

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