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..
This blog has been updated in July 2019
This is Blog #1 in a series exploring how Quality Assurance in the contact center is..
If you are a call center or quality assurance manager, then you likely use call center metrics to measure your agents'..
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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 your company purchases software, there are many different elements that you need to consider.