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. 

Call center quality assurance metrics are quantifiable data points used to measure and evaluate the performance of customer service agents.

Conducting formal performance reviews for customer service agents can be tricky. Are formal performance reviews a thing of the past?