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Why Contact Center Quality Assurance Matters

Customer Think

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing […]

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How to Execute Full-Scale Website Quality Assurance

Customer Think

For today’s website developers, quality assurance testing is an essential part of site construction. Quality assurance (or QA) helps developers to realise their vision, and delivers a site users love to visit. Despite our best efforts, mistakes and bugs can creep into any website.

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Benefits of Recording Business Calls to Improve Quality Assurance

Customer Think

As a business, you should strongly consider a call recording software to record business calls and improve quality assurance and customer service. Here we will look at some ways companies are using call recording tools to increase office productivity. Why Should Your Business Record Calls?

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The Anatomy of an Effective Contact Center One-on-One Conversation

Customer Think

In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a […]

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The Supportive: A Series for Service Professionals

Help Scout

Delivering high-quality online customer service day after day is skilled, challenging work. That’s why we build customer service software and why we invest in our main blog , where we share lots of useful, practical information. But most of the Help Scout blog is intended for many different audiences. You matter.

Software 108
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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

Customer Think

At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes […]

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Calculating the Six Hidden Costs of Waste in Software Development 

Planview

In this blog, we’ll delve into the intricacies of calculating the hidden cost of waste in software development and explore strategies to mitigate its impact, ultimately leading to a more streamlined and outcome-driven development process. Regular feedback loops facilitate early detection and resolution of issues.