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One of the age-old call center ops questions is "Should we use live or recorded calls" for our QA?  Understanding that many call centers are moving to an analytic based QA platform, there is still a majority of centers using managers to "listen" to calls.

In this episode, we talk about the benefits of using both methods and when to do so.

We discuss what type of individual you should hire for a QA role and making sure you don't have your QA staff think that the job is to just find the mistake that reps are making.  There is so much more to QA!

Calibration sessions are a very important tool in creating the right quality culture in your center.  We discuss how to set them up, what types of calls to use, and tips to get the most out of them.

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 Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. 

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. 

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. 

Click here:

expiviadigital.com

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
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Watch us: Advice from a Call Center Geek Youtube Channel