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What Is the Impact of Call Center Quality Assurance Metrics on KPIs?

February 21, 2020

Customer service is a people business. It relies heavily on the strength of communication and the ability of agents to engage customers and resolve issues.

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How does Call Center Quality Monitoring Benefit Your Team and the Customers?

February 12, 2020

When it comes to call center quality, everyone in your team must be aware of just what it’s going to take to provide the right

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The Future of QA: What To Expect and How To Prepare Your Business

January 16, 2020

The digital age has quietly transformed contact centers over the years. From quality monitoring to omnichannel communication, contact center management is not as it used

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Effective Use of Contact Center Quality Assurance Metrics: Which Should You Focus on Now?

January 8, 2020

Whether you’ve utilized a contact center for your business needs, contacted one as a customer, or worked as a call center team member, you have

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10 Dangerous Call Center Quality Monitoring Mistakes to Avoid

December 18, 2019

Quality monitoring is a crucial aspect of call center operations. It is needed to ensure that customer interaction and overall satisfaction are on par with

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5 Important Skills a Call Center Quality Assurance Analyst Must Have

December 4, 2019

Data is the new currency in the business world, but according to Harvard, many companies don’t even use it. As a result, their customer satisfaction

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Why Is Quality Monitoring Crucial in Call Centers?

November 20, 2019

Quality monitoring plays an important role in customer retention and business growth. Without this, companies lack the information they need to evaluate the customer experience.

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Smart Ways To Update Your Call Center Quality Monitoring Framework

November 4, 2019

Quality monitoring plays an indispensable role in ensuring top-notch performance in contact centers. There is no better way to judge customer satisfaction and ensure customer

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Project Management: Backbone of Call Center

October 28, 2019

Project management is the backbone of businesses. Managers are responsible for more than just managing people. To add to the need for managing regular business

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Analytics and the Power of the Human Touch: 5 Predictions for the Future

October 18, 2019

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal

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