quality assurance
Quality and Clarity: Passing and Receiving the Communication Baton
Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...
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...
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 has received a lot of press in the past few years. Some centers have purchased it, and many more have it on...
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...
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....
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...
