Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people..

If you can’t measure it, you can’t manage it, especially when it comes to quality assurance. 

Your contact center and the teams that staff it are ultimately responsible for delivering a consistent and positive customer..

If you are a call center or quality assurance manager, then you likely use call center metrics to measure your agents'..

A great customer experience isn’t just a consideration; it’s a necessity.

This blog has been updated in June 2019

Positive customer engagement is a critical component of any call center operation. You..

When it comes to improving call center quality assurance (QA), the central issue for most organizations isn’t why it needs to..

Worldwide, only 67% of people believe that customer service, as a whole, is improving. This emphasizes that customer service..