CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
Quality assurance 3 key factors for a contact center and CX support: simplicity, actionable feedback, and monitor and re...
The "3PQM" Quality Measurement offers independent and objective views associated with listening and scoring calls ...
Improving human-to-human conversation intelligence between contact center agents and customers will improve customer exp...
CcaaS (contact center as a service), combined with GenAI (generative AI), should be developed in lockstep with a higher ...
