It’s now been a month since we put in to place our home working disaster recovery plan in reaction to the COVID 19 situation. We were much more fortunate than many organisations as we had a business continuity plan, resources and understanding customers that allowed us to move to 100% homeworking in the space of […]
Handle With Care
The following article is published with permission of our partner company Atlantic Insight. Along with Quality Assurance, AHT is one of the most common contact centre KPIs. Philip Stubbs argues that AHT is a very useful KPI for managing advisor performance, yet it must be used sensitively as part of a well-planned, robust coaching culture. […]
The Hawthorne Effect & QA in the Modern Contact Centre
Throughout my career, working in quality assurance and contact centre management, I’ve probably heard the Hawthorne Effect quoted more times than any other work-study. It’s the ‘go-to’ reference for anyone talking about what the effect of observing workers has on their productivity or wellbeing. But the questions are, do people really know what the Hawthorne […]
Can contact centre quality assurance be automated with speech analytics?
The power of new technology can often be hyped by business and media alike. The allure of a competitive advantage achieved through the early adoption of the latest software can be hard to resist to many companies and in particular those with large customer-facing operations. Into this arena comes Artificial Intelligence and more specifically Speech […]
Quality Analysis Verses Quality Assurance
Customer service quality assurance and quality analysis are diverging. How do you structure them both in your contact centre? With the advent of speech analytics and artificial intelligence in the contact centre – are customer service quality assurance and quality analysis beginning to diverge? See our infographic for a detailed comparison. Quality assurance versus quality […]
Outsourcing Quality Assurance and Compliance Services
As the new fiscal year approaches, many senior contact centre managers will be faced with the challenge of reducing costs whilst continuing to improve process compliance and customer experiences. Since 2013, Centrebound has been helping contact centres achieve both through the outsourcing of call centre quality assurance and compliance services to our team of Quality […]
Black Friday, Black Week, Black Month or Black Season for Quality?
I know from personal experience that gearing contact centre resources up for your peak seasons, particularly in retail environments be an annual headache. With weekly contact volumes being up to 60% higher than those in 8 weeks time, you are probably pulling all the levers right now to make sure your contacts get answered within […]