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 ...

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 ...

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 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 ...

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 ...