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Consulting (4)
3 is the Perfect Number
Three may be a crowd at times, but 3 is the perfect number for quality monitoring formats you...
2 minute read
4 Steps to Building Pharma Call Center Governance
Strong governance can help keep you and your center out of hot water! ”That’s a good thing,” you...
1 minute read
Do HCP Agents Need Call Monitoring?
We often get asked by our clients if their healthcare professional (HCP) call center agents need to...
1 minute read
Strategy Development – Good Decisions, More Important than Great Ideas
Great strategy doesn’t often come from one great idea. It’s more likely that a highly-developed...
2 minute read
What can Winemakers Teach us About Technology in the Call Center?
Napa Valley wineries are deploying optic readers to help winemakers identify the best grapes for...
2 minute read
Quality Monitoring Insights Make your Contact Center a Profit Center
Is your pharmaceutical call center a profit center? Unless the center is making outbound sales...
2 minute read
Ease Resistance to Change in your Call Quality Improvement Program
For any of you who remember the Borg species of antagonizing aliens from the television series Star...
2 minute read
Using Call Quality Monitoring to Improve Employee Engagement
Quality monitoring is not usually thought of as a tool for encouraging employee engagement. In...
2 minute read
How Many Call Monitoring Evaluations Should we do Each Month?
The question we get asked the most about call quality monitoring is, “How many evaluations should...
2 minute read
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