Every phone customer is familiar with the phrase “this call may be recorded for quality and training purposes.” Part of any..

Almost every call center offers the same brief message, “For quality and training purposes, this call may be recorded or..

Today’s businesses rely on healthy customer engagement initiatives for profitability and long-term customer loyalty. Being..

Call center quality assurance (QA) is, by its very nature difficult to understand, measure, and improve upon. While quality..

Quality Assessment and Assurance is not just something the customer service and quality departments care about. There are more..