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..

Call center quality assurance (QA) is how you determine if your agents are meeting your goals. It’s your opportunity to..

In 2017, 64% of Americans contacted some form of customer service, according to Statista. But did they interact with customer..

This eBook provides a guide to understanding and implementing Quality Assurance (QA) tactics in the call center for more..

Call centers play such a pivotal role these days in customer engagement and marketing initiatives. As a critical touchpoint..

A successful call center is a competitive advantage. It is a key differentiator for many companies - sometimes even above and..

QA is a process that measures call center and individual agent performance. Your QA metrics represent the various facts and..