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

Implementing staff Quality Assurance Processes can be a challenge for any organisation, but it’s essential for a broad range of reasons, including: – Delivering against compliance – Hitting service levels – Exceeding customer expectations – Finding ways of improving customer interaction A good quality assurance programme will highlight team and individual strengths – along with […]

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 […]