Over the last 12 months, frontline contact center attrition rates have increased from an average of 30%-40% to an astonishing 65%-80% ...

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!

Explore what OKRs are and how they differ from KPIs, take a look at some examples of customer service OKRs and how to leverage QA to...