Outsourcing Insights

Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!

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15
March
2023

Addressing the Decline in Customer Satisfaction

Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has…

Addressing Declining CSAT Scores

28
August
2018

10 Call Center Quality Monitoring Best Practices for Process Improvement

Call Center Quality Monitoring Make quality monitoring a priorityDefine what quality means to you and your clientsKeep it simpleUse a different QA form for each business linePut a specialist in chargeUnderstand quality monitoring isn’t just about processHire right and train continuallyGet everyone involved in quality monitoringMake quality part of everything…

10 Call Center Quality Monitoring Best Practices for Process Improvement