Outsourcing Insights

Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all from an operator’s perspective.

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05
August
2019

From Checklists to Competencies: Transforming Quality in the Contact Center

This post — part one of our Expert Interview Series — features Rob Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina. Providing better customer experiences should be every contact center’s number one concern. With customer satisfaction with contact centers in steady decline, according…

From Checklists to Competencies: Transforming Quality in the Contact Center