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4 Reasons to Consider Outsourced Contact Center Quality Assurance

Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.

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Performance Review Example for Customer Service

This blog post includes examples and best practices in developing and delivering a Performance Review for customer service professionals.

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Call Center Quality Monitoring Scores: The Good and The Bad

The QA score is at the heart of evaluating the customer's experience. But are numerical QA scores helping or hindering agent performance?

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Contact Center Schedule Adherence - The Policy

Adhering to schedules is essential to delivering consistent service, meeting customer expectations, and equally distributing the workload am