In any organization, employee retention is key to success. For contact centers, this rings especially true as turnover is expensive and a drag on operational goals. Estimates on the cost of replacing an employee range from several thousand dollars to two times the employee's annual salary. 

We had another great experience at this year's QATC annual conference in Nashville. We met some wonderful people, and we saw a lot of content about the connection between QA and Training.

All growing businesses that are hitting their revenue goals share one common characteristic. They put the customer first. 

In the contact/call center, quality assurance is a bit different than it would be for a manufacturer or software development company. The goals of quality assurance training efforts in a contact center will likewise differ from the QA training goals of other organizations and teams.

Quality Assurance (QA) and Training are focal points for any organization due to their impact on the customer experience. Contact centers and customer support operations are no exception.

Having a strong QA process leads to more consistent results from your team and customers.

Internal communication (IC) keeps the entire contact center workforce engaged through collaboration and the flow of information. No matter what size your contact/call center is, internal communication plays a major role in your organization’s success.

Every Quarter, the C²Perform team gathers data about how different organizations use our comprehensive super app to drive employee engagement and performance. We then organize this information into a short and simple report that we like to call the C²Perform Index (C2PI).

In this world of different work environments—in-person, remote, hybrid—employee coaching has taken on more significance than ever. We all know maximizing employee performance is crucial for any contact center’s ongoing success. What often gets overlooked however is just how critical employee...

Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course corrections can be made as needed.