How does quality assurance help with peak times?

QualityDesk and Puzzel have agreed on an integration partnership that allows contact centers to carry out quality assurance easily, fluently and systematically. Many contact centers even today still rely on Excel or other similar tools for quality assurance. These tools are tricky to use and rarely provide a full picture of quality or the current […]

Why is coaching and quality assurance important?

In this post we'll tell you why coaching and quality assurance are important.

The first priority in customer and sales services has to be customer interaction. Well-managed customer interactions ensure that the customer’s issues are addressed, resulting in a positive customer experience and a satisfied customer who is happy to continue as a customer or become one. The operating conditions of the company itself often depend on managing […]

Everything related to coaching leadership now in one place

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LocalTapiola Group is a mutual group of companies owned by its customers. It serves private customers, farmers, entrepreneurs, corporate customers, and organizations. LocalTapiola’s products and services cover non-life, life, and pension insurance, as well as investment and saving services. LocalTapiola employs 3,500 people and the number of owner-customers is nearly 1.5 million.  QualityDesk was first introduced at […]

Top problems for contact centres, #1: Excel files

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Excel is great. Please believe me when I say that I really do like it! In practice, this is because I have used it to create a wide variety of reporting solutions over the past 14 years that I have spent working in the contact centre industry.