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Quality Monitoring (5)

Quality Monitoring, Outsourced QM, Consulting, Mock Calls, Mystery Calls

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
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
Quality Monitoring, Consulting, tips, Agents

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
Quality Monitoring, Consulting, tips, Agents

Understanding Pharma Call Center Quality Monitoring Performance Curves

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

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