For many organizations, call center quality assurance programs still look a lot like they did twenty years ago: supervisors in headsets, randomly samp...
In the world of customer experience, your call center isn’t just a support function—it’s your brand’s heartbeat. Every conversation shapes per...
For decades, the rhythm of call center Quality Assurance (QA) has followed the same outdated beat: a few evaluators, a handful of calls, and a scoreca...
Every call center leader knows the sinking feeling when a routine call spirals into a heated exchange. Agents struggle, customers get frustrated, and ...
For years, businesses have leaned on clunky IVRs and outdated assumptions about voice AI. The result? Frustrated customers, low first-contact resoluti...
For years, BPOs have relied on manual audits as the backbone of their quality assurance (QA) operations. A few auditors listening to a handful of call...
Healthcare organizations operate in one of the most regulated industries in the world. Every patient interaction—whether over the phone, via chat, o...
For decades, the contact center quality assurance (QA) process has remained largely unchanged. A dedicated team of auditors manually listens to a smal...
Call center leaders talk a lot about efficiency, but too often they overlook empathy—not just for customers, but for agents. Behind every headset is...
Few things test customer patience like the dreaded IVR: “Press 1 for sales, press 2 for support…” By the third option, most callers are already ...
