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 ...

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 ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and ...

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...