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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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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% ...

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Leveraging Quality Assurance as a Service (QAaaS) for Superior Customer Service

Quality Assurance as a Service (QAaaS) is a model where companies partner with a third party to assess their agent/customer interactions.

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Is it Time to Bid Farewell to the Email Customer Service Channel?

Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...