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Is Your Call Center Quality Assurance Scorecard Aligned with Customer Expectations?

Explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu

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Business Recovery Plan for Contact Centers: Weather-Related Outages

Weather-related outages can pose significant challenges for contact centers. This comprehensive plan outlines specific steps and timelines

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The Future of Quality Assurance in Contact Centers

with the advent of speech analytics and artificial intelligence (AI), the landscape of QA in contact centers is rapidly evolving.

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The Retention Connection: Reversing Contact Center Agent Attrition

Over the last 12 months, frontline contact center attrition rates have increased from an average of 30%-40% to an astonishing 65%-80% ...