In today's climate of stringent cost control, accurately measuring the ROI of your Quality Assurance and Coaching investments is crucial.

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?