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    managing call center quality assurance

    Managing Call Center Quality Assurance as Your Company Grows

    Monitoring call center quality assurance is essential for running a thriving call center. A call center quality assurance software gives managers the flexibility and range to...
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    scorecards for better coaching in bpos

    How BPOs Can Use Scorecards for Better Coaching

    BPOs, or business process outsourcers, face their fair share of challenges. The outsourcing...
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    3 call center compliance pitfalls

    3 Call Center Compliance Pitfalls and How to Avoid Them

    When it comes to building relationships with customers, call centers are key. These centers are the...
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    enhance your quality assurance program

    What to Add to Your Quality Assurance Program

    You’ve decided to invest in a quality assurance (QA) program. This is fantastic news! By...
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    why call centers need ai

    Why You Need AI for Call Center Management

    Call centers are collecting more data from consumers than ever before, and, in return, people...
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    measure call quality parameters with quality assurance metrics

    How to Measure Call Quality Parameters with Quality Assurance Metrics

    Nothing will bring a business to its knees faster than bad customer service when it comes to...
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    measure kpis for qa improvement

    Measuring KPIs to Improve Call Center Quality Assurance

    One thing is true when it comes to Key Performance Indicators (KPIs). When handled correctly, they...
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    build quality assurance scorecards right

    Build Effective Call Center Quality Assurance Scorecards: 7 Tips

    The number one goal of a successful call center operation is tocreate a consistent customer...
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    improve quality using text analytics

    How Text Analytics Works in Your Quality Assurance Framework

    Establishing a solid and loyal customer base is the ultimate goal of any call center operation....
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    effective sales training for reps

    Enhancing Call Center Sales Training: 10 Effective Strategies

    While a call center's primary purpose is delivering the best possible customer service, part of...
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