Having a contact center quality assurance (QA) program is crucial if your business is scaling fast and wants to continue to deliver a consistent, remarkable…
Learn More...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...When it comes to contact center quality assurance, there are several reasons you should implement a strategy and stop just checking boxes. The 9 reasons…
Learn More...Whether you’ve utilized a contact center for your business needs, contacted one as a customer, or worked as a contact center team member, you have…
Learn More...It’s crucial for call centers and QA managers to understand the Importance of using a call center QA scorecard. With a successful call center monitoring…
Learn More...We monitor calls to ensure that minimum quality standards are achieved. However, call monitoring is not only for identifying problems and agent opportunities but also…
Learn More...In the competitive marketplace today, your business is exactly what your customers say it is. The internet, and social media in particular, give voice to…
Learn More...Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service. Thus, monitoring is essential to keep…
Learn More...The communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry advancements that make it easier…
Learn More...Spreadsheets are the traditional method of maintaining data in a call center. However, inconvenient issues can arise when supervisors need to transfer data from a…
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