In today's climate of stringent cost control, accurately measuring the ROI of your Quality Assurance and Coaching investments is crucial.

Many contact center QA teams struggle with inconsistencies, misaligned criteria, ineffective feedback mechanisms, and more.

Empathy in customer service is no longer just about resolving issues—it’s about (re)building trust and inspiring loyalty. 

This blog compares a few high-profile examples of those who faltered in delivering great customer service with those who succeeded.