Creating a Best-In-Class QA Scorecard for Your Omnichannel Contact Center

Customer experience (CX) is the key battleground in 2021. 77% of customers say their experience with a company is at least as important as product and price. Meeting increasing customer expectations continues to be the top global challenge for CX teams, and 85% of contact center executives have adopted CX as a #1 priority to […]

Quality Assurance for World Class Customer Service

Your agents are your most important brand ambassadors – but quality review and analytics practices lack the sophistication required to effectively review the thousands of calls flooding in per week. 65% of customers cite an agent’s access to knowledge and attitude as the key factors in a good experience, but agents failed to provide an […]