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 ...

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 ...

However, modern call centers can be difficult to monitor, especially if your agents work remotely. Understanding how customers feel about that first touch point is what quality assurance (QA ...

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 ...

And this isn’t as difficult as you might imagine. Internal steps companies can take to reduce costs while maintaining call center quality include: 1. Using existing resources to survive and ...

Pharmaceuticals? Finding ways to do QA at scale is vital to contact center performance. Call center quality assurance technology makes this possible through a combination of call listening and ...