Need & Focus Firstly, your programme will need to have its objectives clearly defined, be scoped and its focus areas delineated. For example, will you be judging a single interaction, a number of interactions centred around a common thread, or even a process which has a measurable output. Questionnaire The next step is to define […]
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How to create Quality Assurance programmes for your staff
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Why Out Of The Box Software Is Wrong For You
Any CRM system you care to name will organise your clients for you in a wide variety of ways – but it can’t think for you. It doesn’t know what it doesn’t know Many out of the box CRM’ systems are excellent, as far as they go but they will not have an innate […]
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What is Gamification and How to Win?
What is Gamification? The term Gamification started to gain traction in 2011, and it can be characterised as it is the use of game mechanics to engage users and solve problems. It should not be confused with Game Theory which is a science that touches on, for example, how groups interact, decision making, and situational analysis. […]
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How To Align Contact Centre Training With QA Results
How to Align Contact Centre Training with QA Results Delivering ongoing contact centre training on a fire-and-forget basis is no longer acceptable, not least because in business terms it’s very inefficient. Why would you want to align your training with your Q. A. results? Well, because otherwise all your training will be broad brush, delivering […]
