Explore the key aspects of designing a quality assurance scorecard for customer service centes. Criteria. Pitfalls. Success!

Dead air refers to moments of silence or extended pauses during a conversation between a customer and an agent. How to manage dead air?

Customer Lifetime Value is a powerful metric that shifts the focus from short-term transactions to long-term customer relationships.

In the fast-paced world of customer service, every interaction can be a potential turning point for a business-customer relationship.