Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

Discover quality assurance best practices that can elevate customer satisfaction and improve agent performance. Follow these actionable insights to improve your contact center operations. Contact ...

White Paper How to Outsmart the AI Bot Boom A practical framework for keeping your healthcare site secure, performant and visible, even as AI traffic explodes Read now On-Demand Webinar How to Build ...

Benchmarking is a well-established tool for measuring and managing call center performance. Effective benchmarking enables you to quantify the performance of your call center, compare your call center ...

Nowadays, everyone’s having a hard time predicting where the economy’s headed. Headlines tell us there’s a red-hot job market and that unemployment is at an all-time low. At the same time, inflation ...

Quality is more than what happens within a phone call in today’s contact center, although certainly the call continues to be a major communication channel and a significant player in designing the ...

From databases and call management software to workstations and headsets, call center technology should be able to meet any and every one of your needs. Some providers even make available such ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

In talking with one of our customers last month at Enterprise Connect 2018, my colleague Joe LaRosa and I were asked an interesting question about call quality that we couldn't answer. By way of ...