QAQNA Call Center QA Questions & Answers
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Iowa Telecom's Healthy Mix of Service & Sales - 19 days ago
I had a great time Wednesday at the Association of Contact Center Professionals (ACCP) get together at Iowa Telecom's (ITC) Newton, Iowa contact centers. ITC was a fantastic host and gave those of us in attendance a terrific overview of... Topics: Call Center Issues, Customer Research, QA Methodology
Sore Throat Remedies for CSRs - 27 days ago
Here in the northern hemisphere, it's the beginning of cold and flu season. Everywhere I go I hear people coughing and wheezing as they speak with gravelly voices. My own household is a cacophony of hacking, sneezing, and snuffling. Colds... Topics: Call Center Issues, Personal Management, Training & Coaching
The Crystal Ball Approach to QA - 29 days ago
At last weeks' ACCE Conference, I had a number of conversations with call center professionals who reported that their Quality Assessment (QA) programs were making a major shift towards the subjective. My collective understanding from all these... Topics: Business Trends, Call Center Issues, Customer Research, Management & Leadership, QA Methodology, Training & Coaching
Coffee Time Links 10-08-09 - 33 days ago
The Coffee Time Links mantra: 15 minutes, 1 cup of javaaahh, 5 great links. Time to "back-shore?" One UK financial services company thinks so. Five reasons for lack of productivity Are you banning social media? Think again. Taking ownership... Topics: Coffee Time Links
Great Week at ICMI's ACCE 2009 - 33 days ago
I've enjoyed my week at ACCE 2009 in Las Vegas. I presented a half-day workshop on "Building an Effective QA Form" and appreciated the great participation and the kind response from attendees. While I've been tweeting up a storm from... Topics: Call Center Issues, Management & Leadership
























