The pandemic is disrupting the way different departments are functioning. Most of the workforce is working remotely, making it difficult
With continuously evolving technology, contact centers are constantly optimizing the way various processes are happening. Quality Assurance is one main
The first step to ensure consistent improvement in performance is, after every conversation, write down what was said. You don’t
In this article we are going to focus on setting SMART (Specific, Measurable, Attainable, Relevant, and Time-Bound) Goals for your
Contact centers remain competitive based on customer experience and the performance of its team members. Workforce management solutions allocate resources
Contact centers continue to evolve as an integral component of the telecommunications, insurance, e-commerce, and banking sectors. To reach your
Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the
Statistics reveal that 89 percent of existing and even prospective customers are likely to abandon a company and end up doing business
When it comes to contact center quality assurance, there are several reasons you should implement a strategy and stop just
If you run any business, you already know how important every facet is on your online presence, with the most