Articles & Whitepapers

  • Big Brother is Watching Image

From “Big Brother is Watching You” to Quality Appreciation

It’s been 66 years since the phrase “Big Brother is watching you” first made its debut in the classic novel Nineteen Eighty-Four by George Orwell. Nineteen Eighty-Four was later made into a movie in 1956 [...]

  • Quality Coach ArticleTitlePage

Finding the Right Quality Coach: Supervisor or Quality Analyst?

The first step to developing an effective quality monitoring program is to define the quality standards that are right for your business.  Next, you have to communicate those standards to your frontline agents and commit [...]

  • Skill Will ArticleTitlePage2

Lack of Skill or Lack of Will? Adapt Your Call Coaching Method Accordingly!

One of the greatest challenges in call centers is keeping the frontline staff trained on the ever-changing dynamic of the call center environment and motivated to deliver the highest level of service on every call. [...]

  • guessword-cover

Taking the Guesswork Out of Quality Monitoring

Are you finding that your current quality monitoring program is having a positive impact on your agents, customers and call center? If you are like many call centers, quality scores are high but customer satisfaction [...]