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How to Use Call Center Quality Assurance Metrics to Drive Agent Performance Improvement

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

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Contact Center QA Software Checklist : 10 Key Steps

This 10-step checklist is designed to help you identify the right contact center QA software to support your internal QA analysts + teams.

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Top Customer Service Performance Review Trends

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

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Contact Center Quality Assurance Job Description + KPIs

Contact Center Quality Assurance Specialist/Analyst job description and key performance measures. Updated for 2025.