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15 Quiz Questions on Quality Assurance (Part 2)

These 15 quiz questions are designed to test your understanding of Quality Assurance in Customer Service and Contact Centers. This quiz is part of our Contact Center Management Series —…

21st March 2026Read more

Illuminated symmetrical building facade representing structure and consistency in quality assurance

15 Quiz Questions on Quality Assurance (Part 2)

These 15 quiz questions are designed to test your understanding of Quality Assurance in Customer Service…

contact center quiz questions abstract thinking patterns

15 Quiz Questions on Contact Center Operations (Part 2)

This is Part 2 of our popular Quiz Questions on Contact Center Operations. This article is…

View of Athens through a glass structure illustrating systems thinking in contact center operations.

Where Contact Center Operations Break Down

People rarely go to school to learn Contact Center operations. Most people learn it on the…

Where Quality Assurance Programs Break Down

In many organizations, the Contact Center QA program is meant to develop frontline skills and improve…

Black and white close-up of vintage typewriter keys, symbolizing thoughtful writing and editorial judgment

Why Complaints Framed as Expertise Rarely Improve CX

Complaints shared publicly by CX, service, or marketing professionals — and framed as expertise — are…

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Who You Are Is the Work

In most professions today, competence is no longer the primary differentiator between people at work. That…

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Customer Experience: Thoughtfulness Made Visible

This article outlines how I think about Customer Experience — shaped by operations, research, and leadership…

Team Leaders participating in an OmniTouch training session with Daniel Ord in Shanghai.

The Team Leader Training Series for Contact Center & Service Teams

A great Team Leader helps individuals grow — and multiplies that success across the team. They…

A brown and white cow grazing alone on a green hillside, used as a metaphor for visible customer value.

Where’s the Beef? A CX Lesson in Value

A lesson in CX Value drawn from a famous fast-food commercial. This article is part of…

A squirrel leaping through the air, symbolizing courage and the will to take action.

Knowing Better Is Easy — Choosing Better Isn’t

Does your organisation have the will to change? This article is a part of our Leadership Series —…

Aerial view of a large stone compass rose in a circular plaza, symbolizing direction and clear decision-making.

Opinions Don’t Travel — Lessons Do

Opinions don’t travel — lessons do. This article is part of our Leadership Series — reflections…

Daniel Ord, a winery door in Geisenheim Germany

Personality Is Not a Prison Sentence

Your personality is your tendency, not your prison. This article is part of our Leadership Series…

A wooden bench beneath a canopy of evenly spaced trees in a landscaped garden.

Fourteen Editions, Fourteen Lessons from Beyond the Frame

I share fourteen lessons from the first fourteen editions of Beyond the Frame. This article is…

Street sign for Rodeo Drive in Beverly Hills with palm trees in the background at sunset.

What a High-Pressure Finance Job Taught Me About CX

Finance lessons for CX. This article is a part of our Leadership Series — reflections on inspiration, influence,…

A collection of golden fortune cookies arranged closely together on a white background.

Beyond Fortune Cookie Wisdom: Turning Words into Action

Some advice sounds impressive but changes nothing. This article shows how to move beyond “fortune cookie…

15 Quiz Questions on Quality Assurance (Part 2)

Who You Are Is the Work

Customer Experience: Thoughtfulness Made Visible

Knowing Better Is Easy — Choosing Better Isn’t

The Customer Service Test I’d Give to a Customer Service Trainer

The Essential Guide to OmniTouch Training Programs

What Training Engagement Really Means — and How to Earn It

Our Team Leader Resource Series

What Really Happened to Your Customer: Our Mystery Shopper Research Series

True Calls Per Hour: Balancing Quality and Productivity in Your Contact Center

Three Suggestions for Contact Centre Leaders to Master CX

The Art of Conversation in Service

15 Quiz Questions on Quality Assurance (Part 2)

15 Quiz Questions on Contact Center Operations (Part 2)

Where Contact Center Operations Break Down

Where Quality Assurance Programs Break Down

Why Complaints Framed as Expertise Rarely Improve CX

Who You Are Is the Work

Customer Experience: Thoughtfulness Made Visible

The Team Leader Training Series for Contact Center & Service Teams

Where’s the Beef? A CX Lesson in Value

Knowing Better Is Easy — Choosing Better Isn’t

Opinions Don’t Travel — Lessons Do

Personality Is Not a Prison Sentence

Fourteen Editions, Fourteen Lessons from Beyond the Frame

What a High-Pressure Finance Job Taught Me About CX

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