A call center is a dynamic organization - always growing, always improving - for the benefit of the brand. The people who take..
Almost every call center offers the same brief message, “For quality and training purposes, this call may be recorded or..
This eBook is designed for contact center management teams who are striving to create a more positive, efficient, and..
Measuring call center Quality Assurance is necessary to improve NPS and other customer-driven experience analyticsthat..
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- Why customer journey success is dependent on the investment made in preparing and supporting agents on their journey
- Why your..
Each call center, at one time or another, fits into, transitions through, or overlaps across three QA frameworks: Operational,..