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

New AI-powered platform turns conversations into insights for quality assurance, performance gains, and coaching ...

Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and analyzing call data to help businesses put their customers first by providing ...

Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you to measure the efficacy of the call center and identify areas that need ...

Last year, quality assurance evaluations were sent back to the dispatcher within 30 days of the call. Now the goal is seven days, Carney said. And while most standards for 911 centers are ...

Call center managers now have animproved way to conduct performance evaluations of their center andmake comparisons to industry leaders. For a limited time, when callcenter managers take the ...

SINGAPORE--Call centers today are no longer just about answering telephone calls, said an IDC report released recently. A number of technologies and innovations are outfitting these centers with ...