Industry Insights

How to incorporate Quality Assurance in your Contact Center?

Quality Assurance (QA) is critical to the success of your contact center management and customer service metrics. Incorporating QA best practices will help increase the quality of service your employees provide to your clients/customers....

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Leverage Analytics to Cash in on Customer Insights

“This article is brought to you courtesy of Call Center Times.”

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Virtual Agents Best Practices Series - Process

In the previous issue I shared Virtual Agent “Best Practices” tied to People and in this column I will outline Process “Best Practices” that I have identified through my research and discussions with early adopters of Work At Home Agents.

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