Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the business that is selling the…
Learn More...Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions…
Learn More...Customers expect superior customer service with each contact. As a company, you cannot offer quality customer service without a plan to measure and monitor the…
Learn More...Artificial intelligence, or AI, is the gold standard in call center quality monitoring, and for good reason. Today’s automated call center quality monitoring software is…
Learn More...Is your call center quality assurance team currently overworked and overwhelmed? If so, they are less likely to consistently provide accurate performance assessments and may…
Learn More...Did you know that contact centers throughout the United States generate more than 20 billion hours of audio files each year for the purpose of…
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