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The Importance of Quality Monitoring for Government Agency Contact Centers

The Northridge Group

When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching. Most government agencies monitor customer satisfaction and track it over time.

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Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Acquire BPO

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members.

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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with.

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Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Acquire BPO

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP for People & Culture, PH, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council.

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Regional Contact Center Associations

Contact Center Geek

So, my first answer to that question is to get involved with a regional contact center association. In many parts of the US and Canada, there are amazing regional contact center associations. So many, that I’m sure it can seem a little overwhelming at first.