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Quality Monitoring (4)

Quality Monitoring, Consulting, tips

Advanced Call Center Process – Monitoring the Monitor

You lead a call center staffed with well-trained, professional agents. You’ve created a supportive...
1 minute read
Insider, Quality Monitoring, Our Technology

The Cost and Value of a QM Database for the Bio-pharma Call Center

Monitoring and scoring inbound and outbound calls are not a new concept. In fact, you would be...
2 minute read
Quality Monitoring, Outsourced QM, Consulting, Patient Centric, tips

Simplifying the Customer Experience

Pharma companies can sometimes make defining and providing a great telephonic customer experience...
2 minute read
Quality Monitoring, Outsourced QM, Consulting, Mock Calls, Mystery Calls

Three 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
Quality Monitoring, Consulting

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
Quality Monitoring, Consulting, HCPs, Agents

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
Insider, News, Quality Monitoring, Consulting

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, Three-Dimensional Insights, Outsourced QM, Consulting, tips, Agents

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
Quality Monitoring, Consulting, tips

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
Quality Monitoring, Outsourced QM, Consulting, Agents

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

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