Don’t Compromise on Security When Selecting a Vendor
By Ravi K. Raheja, MD The average cost of a data breach in the United States has hit an all-time high of 7.35 million dollars. … Read more
Quality Assurance Articles
CECP Certification Earned by QCS Staff
Quality Contact Solutions, Inc. (QCS) announced that Julie Kramme, director of sales and AJ Windle, director of client engagement have earned their Customer Engagement Compliance … Read more
Common Verbal Communication Blunders
By Greg Alcorn Have you ever said something at work you wish you hadn’t? Sometimes you just blurt out the wrong words to another employee … Read more
The Ultimate Call Center Service for Contractors
Leveraging Third-Party App Technology By Darlene Campbell Technological advances continue to amaze me as I have watched the definition of service evolve over the past … Read more
Why Call Centers Are Important for Your Branding Strategy
By Guy Dilger For many business leaders, branding means the company logo, website, sales material, direct marketing, social media, and online content. Devoting resources and … Read more
Need Responsive, Fast-Flex Customer Service?
Get Real with On-Demand, Virtual Contact Center Solutions By Kim Houlne Forget real time. Business today runs on get-real time. Enabled by in-the-moment experiences. Catering … Read more
Chatbots Should Learn from the Errors of IVR
Chatbots could follow the path of IVR, a once-promising technology that earned customer ire through poor implementation By Peter Lyle DeHaan, PhD I don’t often … Read more
What You Should Know Before Making Your Next Call Center Headset Purchase
By Bonnie Landis The call center agent’s best friend is their headset, but choosing the right headset for your call center or office staff can … Read more
IVR Optimization Improves Service and Reduces Costs
By Donna Fluss In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending … Read more
Six Steps to Implementing a Contact Center Quality Program
By Greg Bush From a customer experience perspective, a quality interaction is everything. How many times have you spoken with contact center agents and wondered … Read more