California Right to Human Law: 6 Steps for CX Leaders
October 7, 2026 | Joe Piette
What is California’s Right to Human law? California AB 1609 requires qualifying large businesses with more than $500 million in national gross annual...
Read More
How Quality Assurance Impacts Customer Service and CX
June 18, 2024 | Tim Carrigan
Have you ever dialed a company's customer service line and heard the familiar disclaimer, "This call may be recorded and monitored for quality...
Read More
Mastering Quality Management: Seven Domains of Excellence
March 19, 2024 | Tim Carrigan
Quality management (QM) is the backbone of a successful call center, ensuring that customer interactions are smooth, efficient, and satisfying. It's...
Read More
Staffing and Operational Metrics: Impact of Quality Programs
March 8, 2024 | Tim Carrigan
”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...
Read More
How Quality Assurance Can Impact Sales
February 20, 2024 | Tim Carrigan
In the dynamic world of sales, where every lead, call, and customer interaction holds the potential for revenue generation, quality assurance (QA)...
Read More
Discover Cutting-Edge Quality Assurance Technologies
February 6, 2024 | Tim Carrigan
Two of the latest innovations in the call center industry, Real-Time Agent Assist (RTAA) and Desktop and Process Analytics (DPA) are transforming the...
Read More
Exploring the Connection Between Quality and Employee Experience
January 23, 2024 | Tim Carrigan
For customer-facing organizations, call centers serve as frontline ambassadors to deliver outstanding customer experiences, resolve issues, and build...
Read More
How Speech Analytics Unlocks Insights for Customer-Centric Strategies
September 28, 2023 | Tim Carrigan
Businesses constantly search for innovative ways to connect with customers and provide top-notch service. While digital channels have opened up new...
Read More
Improve Contact Center Experience With Journey Analytics
March 23, 2023 | Tim Carrigan
As businesses compete to attract and retain customers, the importance of providing an exceptional customer experience has never been greater. One...
Read More
4 Steps to Maturing Your Quality Practice
January 11, 2023 | Tim Carrigan
When was the last time you really looked at and questioned how you measure the customer experience of your live (phone or chat) interactions? For...
Read MoreReady to get started?
