Feedback is something that many people dread receiving and giving. For some reason, we believe that if we are getting..

Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a..

Contact center regulatory compliance impacts every aspect of your business. The fact is that thousands of customer..

Selecting the right call center quality assurance software isn’t easy. It can be downright complicated.

Contact centers are essential to everything from building brand loyalty to improving efficiency and productivity and..

The value of big data lies in how you analyze it. Gathering and analyzing structured and unstructured data is important to..

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

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