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Insights from Experienced Experts

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Dive into the newest and most popular insights from our experienced experts.

How Quality Assurance Impacts Customer Service and CX
Contact Center

How Quality Assurance Impacts Customer Service and CX

June 18, 2024 |

Have you ever dialed a company's customer service line and heard the familiar disclaimer, "This call may be recorded and monitored for quality...

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The Evolution of Contact Centers: Top Six Trends for 2024
Customer Service

The Evolution of Contact Centers: Top Six Trends for 2024

April 9, 2024 |

The modern contact center is in a perpetual state of evolution. Between technological advancements, shifts in consumer behavior, and regulatory...

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Mastering Quality Management: Unlocking the Seven Domains of Excellence
Customer Service

Mastering Quality Management: Unlocking the Seven Domains of Excellence

March 19, 2024 |

Quality management (QM) is the backbone of a successful call center, ensuring that customer interactions are smooth, efficient, and satisfying. It's...

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Staffing and Operational Metrics: The Far-Reaching Impact of Quality Programs
Customer Service

Staffing and Operational Metrics: The Far-Reaching Impact of Quality Programs

March 8, 2024 |

”Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric" —Phil...

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How Quality Assurance Can Impact Sales
Customer Service

How Quality Assurance Can Impact Sales

February 20, 2024 |

In the dynamic world of sales, where every lead, call, and customer interaction holds the potential for revenue generation, quality assurance (QA)...

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Discover Cutting-Edge Quality Assurance Technologies
Customer Service

Discover Cutting-Edge Quality Assurance Technologies

February 6, 2024 |

Two of the latest innovations in the call center industry, Real-Time Agent Assist (RTAA) and Desktop and Process Analytics (DPA) are transforming the...

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Exploring the Connection Between Quality and Employee Experience
Contact Center

Exploring the Connection Between Quality and Employee Experience

January 23, 2024 |

For customer-facing organizations, call centers serve as frontline ambassadors to deliver outstanding customer experiences, resolve issues, and build...

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How Speech Analytics Unlocks Insights for Customer-Centric Strategies
Speech Analytics

How Speech Analytics Unlocks Insights for Customer-Centric Strategies

September 28, 2023 |

Businesses constantly search for innovative ways to connect with customers and provide top-notch service. While digital channels have opened up new...

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Lessons Learned From Optimizing Contact Center Technologies
Contact Center

Lessons Learned From Optimizing Contact Center Technologies

April 5, 2023 |

Contact centers are the gateway between customers and the company. It’s no wonder companies across the globe are pushing to update their contact...

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Improve Contact Center Experience With Journey Analytics
Analytics

Improve Contact Center Experience With Journey Analytics

March 23, 2023 |

As businesses compete to attract and retain customers, the importance of providing an exceptional customer experience has never been greater. One...

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