This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

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 ...

It is starting to be a well-accepted belief that call center Quality Assurance (QA) is broken and has little or no impact on improving Csat and FCR. Furthermore, SQM Group's research shows that only ...

Call center QA practices currently being used by companies have many problems. From a company perspective, in many cases, it only evaluates 1-2% of customer calls and is a manual process driven by ...