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

Quality Assurance as a Service (QAaaS) is a model where companies partner with a third party to assess their agent/customer interactions.

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

Managing an in-house customer support team can be costly and challenging. This is where customer service outsourcing services can help.