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 ...

White Paper How to Outsmart the AI Bot Boom A practical framework for keeping your healthcare site secure, performant and visible, even as AI traffic explodes Read now On-Demand Webinar How to Build ...

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 ...

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 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 ...

India, Jan. 16 -- The global integration of Artificial Intelligence (AI) has given a major push for the call center industry's massive smart transformation. AI tech now equips call centers with tools ...

Contact centers are the frontlines for customer interactions and play a significant role in shaping customer perceptions and building loyalty. Maintaining quality assurance (QA) within the contact ...

The world’s largest call center recently deployed new AI to “neutralize” the accents of their agents. Unsurprisingly, this provoked some outrage. Meanwhile others welcomed the prospect of clearer ...

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 ...

David is a best-selling author, speaker and trainer. He is also CEO of IPD, a world-class marketing agency based in Tampa, Florida. Lead generation has changed and transformed many times over. In the ...

The process of finding and accessing a healthcare provider starts with the journey of a patient. Healthcare contact centers strive to ensure the process is straightforward, and the agents are the ones ...