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Category: Quality Assurance

contact center software

Quality Assurance

Top 5 Underutilized Contact Center Software Capabilities

The contact center industry develops continuously, as does the technology used to optimize performance. To remain competitive, businesses must keep up with these changes, and many do by investing in robust contact center software. However, much of this beneficial technology goes underutilized.

September 20, 2022

voice of the customer program

CHCG Audits

Why the Voice of the Customer is so Important to Your business

The Importance of a Voice of the Customer Program PWC research shows that 86 percent of customers are willing to

November 10, 2021

quality assurance coaching

Call Center Operations

How Coaching Can Directly Impact Quality Assurance

Quality assurance is a significant component of delivering effective customer service. Professional coaching plays a key role in helping to

July 29, 2020

Quality Assurance metrics

Business Practices

Traditional QA Metrics Still Matter

Quality assurance in a factory examines the product that is being sold – is the product functioning the way it

October 17, 2018

Quality Assurance program

Business Practices

Back to the Basics, Part Four: Quality Assurance

As a contact center professional, I am sure that you are aware of what quality assurance means for your operations

July 12, 2018