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...

In this post, we'll delve into the core priorities and key success factors for mastering call center quality assurance.

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

Dead air refers to moments of silence or extended pauses during a conversation between a customer and an agent. How to manage dead air?