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VereQuest Resources
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Contact Center Customer Service + Sales Best Practices Resources
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VereQuest's Top 20 Best Practices for Call Center QA
At VereQuest we have had the pleasure of conducting Contact Center QA for many of N.A.’s leading brands since 2002. Over this time, we have listened to or read well over a million customer interactions and we have come to understand what is important when crafting a successful QA program. This guide highlights the top 20 characteristics of a best practice QA program.
VereQuest Guide to Outsourcing Your Contact Center's Quality Monitoring
In this eBook, we’ll examine the benefits and ROI for outsourcing your quality monitoring efforts as well as things to consider should you choose to outsource. It is our hope that, in the end, you’ll have all the information you need to make an informed decision about whether to outsource or keep your quality monitoring in-house.
VereQuest Contact Center Quality Assurance Checklist​
In addition to providing a measure of agent performance, best-in-class contact center QA programs provide a wide range of benefits to the organization as a whole. Are you getting the most out of your Contact Center QA effort?
VereQuest Customer Journey Mapping Playbook
Customer Journey Mapping provides an opportunity to take a holistic view of the customer’s physical and emotional journey and design ways to differentiate the experience from competitive offerings. It offers a proven framework to uncover moments of truth and key opportunities to bring an experience to life.
Case Study: What Matters Most in a Net Promoter World - Lifting Contact Center NPS Results
This case study investigates how one major financial institution approached the challenge that led them to J.D. Power excellence.
Customer Service Rep Self-Assessment
Self-assessment for customer service representatives is helpful for professional growth. It allows reps to identify strengths and areas for improvement, enhancing their skills and aligning with organizational goals. This process keeps them engaged and motivated, ensuring high-quality service and increased customer satisfaction. Use this Self-Assessment Template as a starting point.
Does Empathy Matter? (Infographic)
This interesting infographic explores the impact of empathy -- or a lack of empathy - has on the overall customer experience.