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Call-Center-Inside-View-Feature

Inside View: Moni Smart Security

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...
How to Build a Great Culture

Contact Center Pipeline Magazine: Inside Our July 2016 Issue

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...
Speech Analytics and Quality Monitoring

Speech Analytics and Quality Monitoring

Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on...
First Steps on the Contact Center Omnichannel Journey

Omnichannel: Reevaluating the QA Process

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
align frontline training with QA

How to Align Frontline Training with QA Results

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals....
Training Budget

Get the Most Out of Your Training Budget

Training can be one of the biggest costs in any contact center. If you take several hundred (or thousand) agents and multiple that by...