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...

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...

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...

Using Call Quality Monitoring to Improve Employee Engagement

Quality monitoring is not usually thought of as a tool for encouraging employee engagement. In...

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...

Understanding Pharma Call Center Quality Monitoring Performance Curves

Remember that professor you had in school who graded on “the curve”? In my experience, students...