VereQuest Resources

eBooks + Guides

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 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. This Playbook offers a proven framework to uncover moments of truth and key opportunities to bring an experience to life.

VereQuest Customer Service + Sales 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?