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

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

Many organizations are (rightfully) recognizing customer service as a key differentiator. What KPIs matter most?

Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.