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How to Maintain Policy and Procedures for Effective Quality Analysis

Jan 17, 2018 Jim Iyoob How to Maintain Policy and Procedures for Effective Quality Analysis

Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service.  Thus, monitoring is essential to keep…

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How to Improve Quality Assurance with Analytics?

Apr 25, 2017 Jim Iyoob How to Improve Quality Assurance with Analytics?

Although there is more than one way to analyze the performance quality of your call center, they are not all equal in accuracy and usefulness….

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Is Your Call Calibration Integrated to QA Scoring and Coaching?

Oct 11, 2016 Jim Iyoob Is Your Call Calibration Integrated to QA Scoring and Coaching?

During a call center interaction between a representative and customer, a third participant sometimes monitors the call to ensure quality. This is called call calibration,…

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