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News : VereQuest Launches e-Learning Suite to Address Growing Customer Expectations and Support Work-at-Home Agents


Toronto, ON, Canada, Aug 5, 2020 -- VereQuest, ab Outsourced Quality Assurance company for contact centers in North America, is excited to announce the release of Contact Center Check-Up™ – a series of e-learning modules designed specifically for the challenging contact center environment and the people who work there.

"The rise of Work-at-Home agents makes classroom instruction prohibitive and online learning a must for new agents," said Sharon Oatway, President & Chief Experience Officer at VereQuest. "We are also seeing a renewed focus on lifting the performance of existing teams. Customer expectations are increasing and managing these expectations (and the emotion that comes with them) is critical. The ability to empathize and take ownership of a customer’s issue is a must for any contact center agent wanting to rise to the occasion."

"Given our work in the outsourced quality monitoring arena, we’ve been able to tap into what resonates with customers", says Oatway. "We understand that no two environments are the same. That’s why each Contact Center Check-Up™ module can be customized to your unique environment and hosted on your own internal Learning Management System."

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"As with any new initiative, the quality of the Contact Center Check-Up™ program is best measured by improvement in sales and customer satisfaction results," says Oatway. "By selecting modules that are aligned with the branded experience you are looking for, you can jump-start results improvement in as little as 4-8 weeks."


Posted by Veronica Silva Cusi, news correspondent

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.
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Today's Tip of the Day - Use Of IVR

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

Published: Friday, August 7, 2020

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2022 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

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 Performance Monitoring

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