Quality Control: Why It’s Essential for your Healthcare Contact Center!

In the next edition of our Consultancy & Advisory thought-leadership series, we take a deep-dive into Quality Management Systems with our Director of Quality Assurance, Mary May. An experienced and knowledgeable expert in all aspects of quality solutions, Mary tells us about the subtle but important distinction between Quality Assurance and Quality Control, and why […]

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Data Utilization and Root Cause Analysis within the Healthcare Contact Center

In a fast-paced work environment, problems are often amplified and exacerbated due to a lack of visibility of the root cause of the issue. A true understanding of a situation requires visibility and clarity on the subjects or processes being observed. In my experience as a performance optimization consultant, this can be a major challenge […]

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