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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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Three Things Thursday 20191114

  • November 14, 2019

It's Three Things Thursday! Intelligentics weekly vlog that brings you one item that's #Trending, one item from the #Trenches, and one #TimelessPrinciple. This week, CEO Tom Vander Well discusses Walmart's gains on Amazon, and how good data and business intelligence on your customer's desires and expectations can make all the difference in making the right tactical choices for success.

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Transcript of Three Things Thursday 20191107

  • November 8, 2019

PDF: Intelligentics Three Things Thursday Transcript 20191107 Welcome to Three Things Thursday for Oct 31, 2019. One item #Trending, one item from the #Trenches of our projects, and one #TimelessPrinciple. #Trending: News broke this week regarding the investigation into last January's mining disaster in Brazil, in which a dam gave way killing 252 people. According to reports, the CEO 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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Perceptions are reality.

  • September 12, 2019

How do customers feel about doing business with your company? Many companies gather and track customer experience metrics such as a Net Promoter Score (NPS), Overall Satisfaction (CSAT), and Customer Effort Score (CES). But what do these ratings mean? Once you know one or more of these numbers, what do you do next? At Intelligentics, we focus on helping you…

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