Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : Re-evaluate Your Quality Monitoring Program

President & Chief Experience Officer
VereQuest Inc.
Add Contact


Sharon Oatway, President and Chief Experience Officer with VereQuest takes a closer look at quality monitoring and some trends that need to be examined in the following article.

In today’s business environment there is no question of the value of contact center quality monitoring and its role in driving an improved customer experience. The challenge remains how to ‘do more with less’ – less resources, less budget, less time. It is critical to look at the value of quality monitoring, not just from a check-the-box agent performance effort, but also as a vital tool for tapping into what is happening day-to-day and where the opportunities lie within your organization.

Too often, in-house quality monitoring falls short in delivering added-value benefit to the organization, and is destined to land in the ‘cost’ column when it should be seen as a strategic ‘benefit’. To capitalize on this valuable resource and improve the ROI, many organizations are looking to outsource their contact center’s quality monitoring. A decision to outsource quality monitoring isn’t just about saving money, although there are certainly cost savings to be had, but rather a way to capture insight into a customer’s behaviors and emotions that will help uncover untapped opportunities.

If you haven’t looked at your contact center’s quality monitoring efforts lately, consider these key trends:

  • Customers are evaluating their experience with you and comparing it against their experiences with companies across all It’s no longer good enough to be best-in-your-own-class. Having a third-party perspective will help close the gap.

  • Customer expectations have been changing… rapidly. Not only do you need to raise the bar to meet their expectations, you need to be tuned into their changing expectations so that you can meet them tomorrow. It’s time to think outside-of-the-box and re-evaluate how you are engaging customers.

  • Maintaining a consistent experience in the contact center is the greatest barrier to improving customer satisfaction and loyalty. The key to consistently delivering a great experience lies with coaching. Best-in-class organizations are freeing up frontline managers’ time and supporting them with targeted insight to improve overall coaching effectiveness … and seeing impressive returns.

  • We are all being asked to ‘do more with less.’ That’s not going to change. It’s important that you are able to demonstrate real value to the organization through your quality monitoring efforts. Do you have the right tools, training, management, etc.?

Just to be clear … contact center quality monitoring involves:

  1. Evaluating a customer interaction against pre-determined criteria for quality, compliance, sales effectiveness, etc.

  2. Highlighting best practices, opportunities for coaching and grievous customer situations.

  3. All contact center channels including calls, emails and chat interactions.

  4. Analyzing data captured for agent performance, business insights or both.

  5. Calibrating results to ensure they align with the reality of the customer’s experience.

Ensuring your quality monitoring touches on all these points is essential. If your efforts are falling short in any key area, it’s probably time to see how outsourcing your quality monitoring may help fill in the gaps.

Outsourced quality monitoring doesn’t have to be an all-or-nothing arrangement. There are several ways to approach it. Choose one or a combination of the following options.

AUGMENT - Keep most of your QM in-house

Growing your internal QM department can be a challenging process given growing costs and/or stretched ‘expert’ resources. Leverage the support of a third party to supplement your internal QM efforts.

• Increase the volume of evaluations per agent.

• Heavy-up the number of evaluations during periods of high growth, new hire training periods, new product/policy introduction, etc.

• Use your internal resources to evaluate compliance and accuracy and your external partner to evaluate the customer experience.

ALL-IN - Outsourcing all/most of your QM

Outsourcing all/most of your QM allows you to redeploy valuable internal QM resources for coaching/training efforts or cost management measures. Frontline managers still listen to calls but only those that, after evaluation, offer insight related to coaching and development.

• Redeploy QM resources.

• Remove responsibility for labor-intensive volume QM efforts from valuable frontline personnel.

• Internal focus is directed toward coaching/training.

• Your internal management emphasis is directed at improving outcomes … not gathering data.

CALIBRATION - Keep all of your QM in-house

There are some environments were outsourcing QM is not possible or desirable. Over time, internal QM results can skew. Garner support from a third party to regulate your internal QM results.

• External QM experts review a sample of evaluations for alignment to pre-defined standards and a much-needed external customer perspective

Outsourced quality monitoring comes with a host of benefits including impartial point-of-view, timeliness, QM expertise, access to best practices and more. When it is done right, quality monitoring should (1) support and prioritize just-in-time coaching for frontline managers, (2) provide a measure of success for marketing, training and other key initiatives, (3) identify customer trends, pain points, opportunities, (4) measure sales effectiveness, (5) improve first contact resolution … and more.

Deciding to outsource some or all of your contact center’s quality monitoring is a big decision. That’s why there are important questions to answer — all of which will help make driving your ROI targets more achievable.


About Sharon Oatway:
Having lead the start-up and launch of two of Canada’s full-service direct banks, some of the first rewards-based credit cards, the first major alternative long distance provider and a private-label travel offering, Sharon Oatway and her team are uniquely qualified to provide insight into the factors which alter consumer behavior and build sustainable loyalty.

About VereQuest Inc.:
Company LogoVereQuest is best known for our independent, third party quality monitoring for contact centers that delivers short-/long-term results. Our proprietary approach to evaluating your customer’s experience helps your internal teams focus on what matters most to customers. Our high quality coaching support coupled with online training sustains performance. Cross-channel monitoring – Calls, Emails, Web Chat – makes it possible to focus on key areas of opportunity. Highly recommended by several long-term, clients, each global brands. An essential tool for any company who outsources their contact center. An important resource to ensure your internal QM is aligned with your customers' perception of service.
Company RSS Feed   Company Facebook   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Support

Read today's tip or listen to it on podcast.

Published: Friday, December 30, 2016

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =