by Christa Heibel | Oct 17, 2018 | Business Practices, Call Center Operations, CSAT, Quality Assurance
Quality assurance in a factory examines the product that is being sold – is the product functioning the way it is supposed to? The same concept of quality assurance is applied to the contact center industry and can heavily impact the customer experience. From the...
by Christa Heibel | Jul 12, 2018 | Business Practices, Call Center Operations, Consultants, Quality Assurance
As a contact center professional, I am sure that you are aware of what quality assurance means for your operations and why it is important. In my experience as a contact center executive, BPO owner, and industry consultant, I realize that it’s not the definition or...
