Quality Assurance for Shared Services Centers

Trends and thoughts

More and more global organizations are moving specific operational tasks into centralized Shared Service Centers (SSCs). Companies like IBM, Exxon, Vodafone and others are running a handful of global or regional SSCs for accounting, HR, payroll, compliance, purchasing and other standardized…

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Dealing with Dead Air


Does this sound familiar?  “I called the contact center to query something and guess what?  No sooner had the agent said ‘hello’, I was placed on hold for ages… I  was so annoyed!” Picture the scenario: you contact your electricity…

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