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Three Things Thursday 20191128

  • November 28, 2019

It's a Thanksgiving Edition of Three Things Thursday. This week, Intelligentics CEO, Tom Vander Well highlights research from the Charities Aid Foundation and reported by Disrn.com, which reveals that U.S. citizens are rated as the world's most generous citizens in the past ten years. Nevertheless, Intelligentics Service Quality Assessments reveal that customers are less likely to receive basic courtesies when…

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Five Common Problems of Internal QA (and How We Solve Them!)

  • November 19, 2019

When it comes to call monitoring and Quality Assessment, most companies assume that it's cheaper and easier to do in internally than hire a third-party to do the call analysis, reporting, and coaching for you. What they don't often consider is the common problems that come with internal QA programs, and how a provider like Intelligentics makes a lot of…

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“Not Applicable” is Definitely Applicable

  • October 14, 2019

When auditing a quality assessment scale or QA scorecard in call centers, I commonly find that there’s no allowance given for an element to be “not applicable” (NA). For those experienced in quality assessment, this may seem like basic common sense, but my experience has proven that it is a frequently overlooked element when scoring or analyzing phone calls. If you’re…

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How Many Calls Should Your QA Analyze?

  • September 12, 2019

I spoke a few weeks ago at the LOMA conference on Customer Service. LOMA is a great organization that caters to the insurance and financial services industry and my workshop was about “Avoiding Common QA Pitfalls.” I’m always interested in what I learn from these conferences. You get a feeling for the hot issues in call centers. The question that seemed to raise the…

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