5 Things To Know Before Creating A QA Monitoring Program

5 Things To Know Before Creating A QA Monitoring Program

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Creating an efficient Quality Assurance monitoring program requires solid strategies. With the right plan in place, you can build a robust program that is results-oriented for both management and front-line employees. Before you begin putting your QA monitoring processes on paper, here are five things you need to know. 1. What You Want to Achieve…

9 Quality Analyst Skills To Look For When Hiring For Your Support Team

9 Quality Analyst Skills To Look For When Hiring For Your Support Team

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Managing a contact center comes with a slew of day-to-day challenges. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality? It’s nothing short of a juggling act! However, there’s a clear path to success: Hire highly skilled quality assurance analysts who are dedicated to achieving your organization’s goals. If you’ve recently established…

The Secret to Training a Multi-Generation Call Center

The Secret to Training a Multi-Generation Call Center

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Leading a contact center workforce with agents whose ages vary widely can be a challenge. You know it, and your agents know it: In its 2020 Global Human Capital Trends report, Deloitte found that only 6 percent of employees surveyed said they felt their leaders were equipped to handle a multi-generational workforce well.  Part of…

6 Great Call Center Recruiting Strategies

6 Great Call Center Recruiting Strategies

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Contact centers need candidates who can multitask, problem-solve, work reliably, and work flexible shifts, as well as use their technical skills and keep customers happy. contact center recruiting means sourcing and screening candidates who possess these skill sets. Well-managed job attraction is crucial if your organization wants to hire the right people and reduce attrition….