Investigate 4 reasons why you should consider outsourcing your internal call center quality assurance this year.

The QA score is at the heart of evaluating the customer's experience. But are numerical QA scores helping or hindering agent performance?

Explore why it is essential to keep your scorecard current and how doing so can help minimize or eliminate behaviors that no longer contribu

with the advent of speech analytics and artificial intelligence (AI), the landscape of QA in contact centers is rapidly evolving.