Why QA doesn’t work and what to do about it

Why QA doesn’t work and what to do about it

Refocusing on quality rather than compliance. Traditional contact centre Quality Assurance (QA) isn’t working. You’ve probably had this thought at some point if you’ve managed or worked in a sales or service team in a contact centre. Getting in-house quality...
Addressing the trust deficit post-Royal Commission

Addressing the trust deficit post-Royal Commission

While much of the commentary on the potential fallout of Hayne’s report suggests that the banks have come out of this relatively unscathed, the reputational damage and impact on consumer sentiment is not to be underestimated.   More than ever, banks have an image...

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