Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

According to Call Center Quality Monitoring Study IV, a recent report by the International Customer Management Institute (ICMI), only 55.8% of the 870 call center professionals surveyed stated that ...

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 ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

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 ...

A couple of years ago, National City Mortgage's call center took its monitoring program to the next level — by getting rid of it. No, they didn't trash their recording system nor set their monitoring ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...

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 ...