Can contact centre quality assurance be automated with speech analytics?
The power of new technology can often be hyped by business and media alike. The allure of a competitive advantage achieved through the early adoption of the latest software can be hard to resist to many companies and in particular those with large customer-facing operations. Into this arena comes Artificial Intelligence and more specifically Speech […]
Centrebound competes in the Manchester 10k!
On Sunday the 19th of May a brave team from Centrebound joined thirty thousand other runners in the Manchester Big Run. Completing a distance of 10km the team consisting of Jeremy, Oliver, Anthony and Giles managed an average time of 3 hours and 34 minutes over the course. A quality result assured by the quality […]
Scorching start to the bank holiday weekend here in Manchester
Here’s Jeremy keeping cool with his biggest fan (aside from our grateful quality assurance clients!) Wishing you all an ‘Excellent Friday’ and super Easter weekend from all at Centrebound!
Quality Analysis Verses Quality Assurance
Customer service quality assurance and quality analysis are diverging. How do you structure them both in your contact centre? With the advent of speech analytics and artificial intelligence in the contact centre – are customer service quality assurance and quality analysis beginning to diverge? See our infographic for a detailed comparison. Quality assurance versus quality […]
Outsourcing Quality Assurance and Compliance Services
As the new fiscal year approaches, many senior contact centre managers will be faced with the challenge of reducing costs whilst continuing to improve process compliance and customer experiences. Since 2013, Centrebound has been helping contact centres achieve both through the outsourcing of call centre quality assurance and compliance services to our team of Quality […]
Black Friday, Black Week, Black Month or Black Season for Quality?
I know from personal experience that gearing contact centre resources up for your peak seasons, particularly in retail environments be an annual headache. With weekly contact volumes being up to 60% higher than those in 8 weeks time, you are probably pulling all the levers right now to make sure your contacts get answered within […]
Keep Calm It’s Just Peak Season
Its that time of year again! Your resource and headcount plans have (hopefully) ensured you have enough to capacity to cope with the uplift in customer demand, but what about your call centre quality assurance function? If you’re maintaining a grading rate based on contacts per head or percentage of customer contacts it can be […]