Customer expectations continued to rise in 2025, and the gap between great and poor customer service is widening. This article examines best- and worst-performing companies across industries—and the CX lessons leaders must apply as AI and human-in-the-loop service models shape the future.

Call center quality assurance metrics are quantifiable data points used to measure and evaluate the performance of customer service agents.

This 10-step checklist is designed to help you identify the right contact center QA software to support your internal QA analysts + teams.

Conducting formal performance reviews for customer service agents can be tricky. Are formal performance reviews a thing of the past?