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

{"title":"Iowa Telecom's Healthy Mix of Service & Sales","post_url":"http:\/\/www.qaqna.com\/2009\/10\/iowa-telecoms-healthy-mix-of-service-sales.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-10-23 08:38:52","summary":"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..."}

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

{"title":"Sore Throat Remedies for CSRs","post_url":"http:\/\/www.qaqna.com\/2009\/10\/sore-throat-remedies-for-csrs.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-10-15 06:04:17","summary":"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..."}

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

{"title":"The Crystal Ball Approach to QA","post_url":"http:\/\/www.qaqna.com\/2009\/10\/the-crystal-ball-approach-to-qa.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-10-13 06:09:10","summary":"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..."}

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

{"title":"Coffee Time Links 10-08-09","post_url":"http:\/\/www.qaqna.com\/2009\/10\/coffee-time-links-090809.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-10-08 16:41:38","summary":"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..."}

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

{"title":"Great Week at ICMI's ACCE 2009","post_url":"http:\/\/www.qaqna.com\/2009\/10\/great-week-at-icmis-acce-2009.html","feed_url":"http:\/\/feeds.feedburner.com\/CallCenterQaGuy","author":"tomvwell","date":"2009-10-08 15:59:34","summary":"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..."}