UK and IrelandQuality
Knowledge Bankview more…knowledge bank rss
A 'Box' Full of Quality
Too many call centres simply don't do quality, never mind have a quality process to support their call handling. Why does this happen?&nb… View
Call Calibration
Call calibration is designed to bring consistency with overall call monitoring across a contact centre. It is the process whereby a group of ca… View
Call Monitoring
Also known as Quality Monitoring View
White Papersview more…white papers rss
Contact Centre Intelligence and KPIs: Aspect Software
Leveraging Performance Optimisation to Help Achieve Corporate Objectives During the past decade or so, companies have had to shift the way they… View
Controlling Contact Centre Chaos with Unified Communications (UC): Aspect Software
Anyone running a contact center is already well aware of the need to provide multiple channels of communication to their customers. For years, ever… View
Global Contact Centre Benchmarking: Summary Report 2012: Dimension Data
The 15th Year of the Global Benchmarking report View
Case Studiesview more…case studies rss
Advanced Quality Analysis: Aspect Software: BROCHURE
Analytics-driven quality ensures that your customer-facing resources are focused on what matters to the customer and your company – driving b… View
Productive Workforce: Aspect Software: BROCHURE
A workforce optimisation solution that ensures consistently exceptional customer experiences Today’s consumers – Consumer 2.0 … View
Turning Social Media into a Customer Care Channel: Aspect Software: BROCHURE
Aspect transforms social media into a true customer care channel, bringing it in line with customer experience and service best practices and workf… View
Toolkitsview more…toolkits rss
Balanced Scorecard of KPIs & Objectives (All Levels)
Balanced Scorecard indicating performance targets for all levels of staff. Including Timeliness & Quality on one sheet for objectives … View
Culture - How to Build One
Good material for a workshop to develop or transform your culture. … View
Quality Analyst - Job Description (Free Toolkit)
Full role/job description for a Quality Analyst … View