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 ...

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 proven strategies for managing remote call center agents, including how call center QA provides the performance ...

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 ...

If your organization is among the 92% of call centers that monitor agent interactions with customers, you have likely made a substantial investment in monitoring and coaching initiatives. Are these ...