22 Mar What Are the QA Metrics and Terms in a Call Center?
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics....
QA metrics Tag
12 Oct A Chat about QA Tools and Process
Posted at 05:00h
in Agent Training/Retention, Customer Satisfaction Blog, CX Journey, Favorites, QA Automation
What goes into a quality QA process? Updated October 2022 (Originally posted February 2019) Grab a cup of tea, coffee or liquid of choice and let’s talk quality assurance. It’s not the most exciting topic but a vital one to your company’s longevity. There are...
13 Nov Win the Game: Power Up your Customer Service with a Quality Assurance Strategy
Business challenges are like levels in a game. The more tools, skills and tricks you have (especially if you’re a noob), the more successful you will be. You can power up your customer service with a Quality Assurance strategy for a successful business campaign. ...
19 Jun Contact Center Speak: QA Metrics and Terms Slideshow
Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. ...
30 Jan QA Challenges: A Philosophical Approach
The ancient philosophers understood challenges. Customer service QA challenges don’t have to ruin KPI. Instead, they can be a call to action....
05 Dec QA Goals to Save Money in Contact Centers
Goals. When QA goals are met both customers and businesses score. These scores lead to cost savings and cheers. Customers cheer when they feel that they matter. Treat your customers like valuable members of your team! Here are some QA goals in contact centers to...