Gallery – 29 mistakes to avoid with quality assurance programs
Below are the question pages in image format for 29 Mistakes to Avoid with Quality Assurance Programs eBook with Self- assessment. You can download the entire quality assurance ebook for free in our...
View ArticleWhy your quality team should include customer experience experts
“Does your quality team include customer experience experts?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment...
View ArticleWhy consistency with QA calibration may make you inconsistent
“Do you conduct inter-rater reliability testing?” is a question that is included in the 29 Quality Assurance Mistakes to Avoid e-book and self-assessment. This e-book contains diagnostic questions to...
View ArticleMind-blowing reality contact center agents share with doctors
In this video learn about Doctor Ava Knight and her plight with delivering the best patient (customer) experience. Ava became a doctor because she loves to help people, she loves to connect with...
View ArticleWhat is Inter-Rater Reliability Testing
What is Inter-Rater Reliability Testing? The contact center industry is facing wide-spread instances of low employee morale and low overall customer satisfaction performance. Inter-rater Reliability...
View ArticleHow many calls can agents handle?
How do you determine how many calls your agents should handle in an hour? It’s seems like a simple goal setting process, but is it really simple? In order to help avoid costly mistakes that are...
View ArticleWhy linking quality results to corporate objectives is bad
Linking quality results to your corporate objectives is a fundamental expertise in which all contact center quality assurance programs must excel. I will show why it’s most often done terribly and how...
View Article3 Quality Benchmarking Lessons from Facebook
Social media outlets like Facebook provide a continuous update on how fabulous everyone’s life is. At any moment of the day there’s a new post about something fabulous. But beware of trying to compare...
View ArticleQuality investments are like Granite Countertops
Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in life. I agree. It was one of the most stressful endeavors I ever had! There is...
View ArticleYes, You accidentally cause agent burnout
Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in...
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