2 April 2010  Communication Skills, Featured, Operations, Quality Assurance, Webinars

Here are some upcoming call center webinars this month and the next. Happy learning! How to Handle Non-English Calls and Increasing Efficiency, Social Media – How your Contact Center will be Affected, The Interaction is the Experience and more!

20 August 2006  Quality Assurance

I’ve recently started a discussion forum specifically for QA professionals in the call center industry!
Head on to Call Center QA Professionals!  Let’s start discussing your work environment, call monitoring forms and its methodologies, Six Sigma and more.  There is not much posts as of yet since I’ve only started but …

4 November 2005  Quality Assurance

Today was an interesting first day after we had a short break from our training. We were all re-learning everything and it was ultimately boring in the morning. But, as we went along with the discussion towards lunch, there was definitely a breakdown and a huge debate started.

23 October 2005  Operations, Quality Assurance

A Quality Analyst or Auditor will normally think that a Team Leader will always be subjective when they do their monitored sessions. Whether it be done side by side or remote, the way they score might be subjective.

21 August 2005  CSAT, Quality Assurance

A lot of companies nowadays have been scrambling for their customer’s feedback to know exactly what they want and expect. In a call center environment, people call in for the mundane requests or complicated feedback. It’s always the same – they NEED something from us.

8 August 2005  Operations, Quality Assurance

I’ve been exposed to several QA methodologies and models but I have yet to learn the most extreme, which makes the QA department a very small support group. This is more integrated into the operations floor.

30 July 2005  CSAT, Quality Assurance

I don’t claim to be an expert on customer surveys but I work daily to understand the behavior of customers with regards to a product, buying, or service experience. Quality in the call center industry is now synonymous to Customer Experience.

20 July 2005  Quality Assurance

The Quality team has been known as a separate group in call centers but still very much into operations. But, is it really autonomous?

12 June 2005  Quality Assurance

Quality Assurance has once only been monitoring and evaluation of agent’s calls in order to determine areas of opportunity for improvement and best practices to be fed to the floor.  It’s approach was to also “watch” for compliance and ensure all policies and processes of the client are met.  It …