The fundamentals of contact center quality assurance, why it matters, how it’s implemented and what modern tools are driving ...

With AI Quality Management for GoTo Connect Contact Center, businesses can leverage generative AI to transform a once tedious task into an efficient, automated process, empowering businesses to ...

In doing so, you can both improve the quality of your call center operations while also increasing customer satisfaction. Follow along to learn more about contact center workforce management.

Deming had developed a critical view of production methods in the U.S. during the war, particularly methods of quality control. Management and engineers controlled the process; line workers played ...

Zoom CX solutions deliver smarter self-service and AI-first tools for customers and contact center supervisors. June 10, 2025 --  Today, Zoom announced a major advancement for its customer experience ...

I believe this radical change marks a before and after in how we think about CX strategy and execution, moving from basic efficiency “success” measures and quality management to in-depth ...