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Quality Assurance: Top-Down or Integral Part of the Contact Center?

[fa icon="calendar'] May 13, 2016 1:39:14 PM / by Jade Longelin posted in Coaching, quality management,, quality, quality assurance

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Call center quality assurance and quality monitoring is one of the main assets that helps provide outstanding customer service. Yet, due to lack of communication, more often than not QA is seen as a top-down process; instead it should be an integral part of the contact center.

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Top 6 Call Center Quality Assurance Best Practices

[fa icon="calendar'] Mar 24, 2016 10:30:00 AM / by Jade Longelin posted in KPI, performance metric, quality

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Although call centers are largely misunderstood and underappreciated, they are at the heart of a company's organization. A call center is a company's first point of contact with customers.

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