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Resources

Ebooks, Case Studies, Guides, and Webinars

Upcoming Webinars

2024 Update: How to Manage the Quality of Customer Care in Financial Services

Evolving regulations, industry disruption, and now added responsibilities around vulnerable customers—financial services agents ...
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Automating Your Contact Center: Practical Ways to Make AI Work

The results are in - call center AI is a winner.
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On-Demand Webinars

Learning & Development in 2024: AI Coaching and Developing New Skills

With one of the highest average attrition rates of any industry (42%), retention is a constant challenge for contact center ...
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New Year’s Regulations: Why 2024 Is the Year of Compliance

A regulatory lapse can lead to financial, legal, and reputational damage—so it’s no surprise that compliance has always been a ...
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Navigating the Future of Quality Assurance: 2024 Predictions

Quality assurance has never been more critical, and businesses are adapting to meet new challenges and opportunities. We will ...
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How to Use QA to Boost your Agent Engagement

With almost two-thirds of call center agents stating that they benefit very little from coaching sessions, it’s clear that ...
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Coaching 101: Why Soft Skills Matter and How to Develop Them

89 percent of employees who fail within a role do so due to a lack of soft skills. Failure to develop key soft skills will limit ...
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FCA Consumer Duty: What You Need to Know and How to get Ready

Customer needs have always been a key priority for any successful financial services provider. With the arrival of the FCA’s ...
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Irish Regulatory Expectations in Financial Services

Putting consumers’ needs first has been a priority for most successful financial services companies.
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Unlock the Power of Data: Using Scorebuddy BI for Comprehensive QA Insights

Announcing Scorebuddy BI—the most comprehensive QA business intelligence solution on the market. In 2023, every organization ...
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Making a Difference: Confidence & Compliance in Healthcare Customer Service

Every industry has its own distinct challenges, but one stands out as truly unique when it comes to QA and customer ...
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