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 ...

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 ...

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 ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

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 ...

Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

According to Call Center Quality Monitoring Study IV, a recent report by the International Customer Management Institute (ICMI), only 55.8% of the 870 call center professionals surveyed stated that ...

CCM: Why is the QM/liability sector growing at such a rapid rate? Is this indicative of something going on in call centers in general, or is there something special about this product category that's ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

Dubai, June 24, 2007: Emirates Marketing & Promotions (EMP), a subsidiary of Emirates Post, has been awarded the international standard ISO 9001:2000 certification for its Call Centre operations. EMP ...

Forbes contributors publish independent expert analyses and insights. I cover transformation and innovation across the health care industry. When I worked in a primary care clinic, I cared for a panel ...