Call center quality assurance programs ensure that your customers receive a consistent standard of service when they contact a call center or when a call center agent contacts them. The programs ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Discover quality assurance best practices that can elevate customer satisfaction and improve agent performance. Follow these actionable insights to improve your contact center operations. Contact ...

Contact centers are the frontlines for customer interactions and play a significant role in shaping customer perceptions and building loyalty. Maintaining quality assurance (QA) within the contact ...

Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

Guide The Enterprise Playbook for Scalable, Secure Multilingual Voice Support Serve 25+ languages, slash support costs and ditch the robotic voice Read now Guide AI for Marketing: a Practical Guide to ...

Over the last few months, I have heard various experienced and knowledgeable experts state (emphatically no less) totally contradictory opinions regarding quality assurance (QA), quality control (QC), ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Contact centers today must escape the robotic voice and basic chatbots and reach the right ...