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How to Take Your Contact Center to the Next Level with Effective Quality Assurance?

Dec 28, 2020 Jim Iyoob How to Take Your Contact Center to the Next Level with Effective Quality Assurance?

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…

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What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

Oct 16, 2020 Ashwini Kumar What are the 5 Crucial Metrics You Should Measure to Improve Your Contact Center Performance?

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…

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How to Run an Effective Quality Monitoring Program

Oct 24, 2017 Jim Iyoob How to Run an Effective Quality Monitoring Program

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…

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How Artificial Intelligence Improves Contact Center Industry

Oct 23, 2017 Matt Rocco How Artificial Intelligence Improves Contact Center Industry

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…

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How Automated Quality Assurance Impacts Your Team?

Apr 11, 2017 Jim Iyoob How Automated Quality Assurance Impacts Your Team?

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…

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4 Benefits to Know Before Automating Contact Center Quality Assurance

Apr 04, 2017 Jim Iyoob 4 Benefits to Know Before Automating Contact Center Quality Assurance

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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