Call center quality assurance programs ensure that your customers receive a consistent standard of service when they contact a call center or when a call center agent contacts them. The programs ...

Discover quality assurance best practices that can elevate customer satisfaction and improve agent performance. Follow these actionable insights to improve your contact center operations. Contact ...

Nina Kawalek, President and CEO of the Resource Center for Customer Service Professionals (RCCSP), has just announced the schedule for training throughout the Caribbean and Latin American (CALA) ...

BenchmarkPortal’s Learning Channel+ is a subscription-based microlearning library built for contact center agent training and coaching, featuring 50+ workplace-friendly videos in approximately ...

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...

It is starting to be a well-accepted belief that call center Quality Assurance (QA) is broken and has little or no impact on improving Csat and FCR. Furthermore, SQM Group's research shows that only ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...