Category: Outsourced Quality Monitoring
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 …

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.