Author: Pete Guillot
Why Pay for Call Quality Monitoring If You’re Getting It for Free?

A friend once told me, “Nothing is free, but some things are included.”   In 1989, Hampton Inn was struggling financially and decided to begin including a free breakfast with a value-priced room. This decision reversed the brand’s destiny, and …

Is Your Company Truly Patient-centric? Three Ideas That Can Help You Get to Yes

Patient-centricity is a popular buzz word in the healthcare industry. We’ve all read the articles and perhaps attended recent conferences that highlight a new focus on the patient. Is this really a new trend? Not so much.

Four Steps To Simplify Your Mystery Calling Program

Have you been looking for a way to give your call center Quality Monitoring (QM) program a boost?

Centerfirst has performed hundreds of thousands of monitors in more than a dozen years, and we continually seek out ways to improve the monitoring process and monitoring forms. We’ve pulled together what we believe are 4 best practices for a …

Capture High-Value Insights From Your Quality Monitoring Function

A blog about the value of customer insights from the contact center would be very innovative – if it were published a decade ago. Industry contact center leaders already know that customer insights from the center are valuable.