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

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.

Is it time to retire email as a customer service channel? The emergence of chat and generative AI innovations promises a seismic impact...