Empathy in customer service is no longer just about resolving issues—it’s about (re)building trust and inspiring loyalty. 

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.

This blog delves into the top 10 call center quality assurance best practices for 2025, offering a comprehensive guide to optimizing your QA