Quality Assurance Articles

By Tim Moynihan Customer experience is critical for long-term business success. However, it’s inevitable that a business’ communication system is bound to experience unpredictable technical … Read more

By Linda Duba So, you’ve just assumed the role of quality manager and have been tasked with redesigning the quality program, including the monitoring form. … Read more

By Dana Allender For many years, when an organization turned to a call center outsourcer to make and take phone calls on its behalf, there … Read more

Part Eight in the Continuing Series, Getting Quality Right By Cliff Hurst In past articles, we’ve used terms that were perhaps unfamiliar to many, such … Read more

Part Seven in the Continuing Series, Getting Quality Right By Cliff Hurst In part one of this ongoing series, we posed four vital questions to … Read more

Part Six in the Continuing Series, Getting Quality Right By Cliff Hurst Let’s review: In the first installment of this series we asked, “Why monitor … Read more

By Cliff Hurst Over the past two years I have devoted a great deal of my professional attention and academic studies to developing a new … Read more

By Cliff Hurst In conducting a statistical analysis, it is important to understand the level of measurement being used, how reliable it is, and if … Read more

By Cliff Hurst Statistics are important to call center quality, and it is critical to apply sound statistical precepts to our work. However, stats are … Read more

By Cliff Hurst To be effective, your Quality Monitoring (QM) must be based on a statistically significant number of sampled calls that are randomly selected, … Read more