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 ...

The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience.

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 ...

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 ...

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 ...

After spending more than a decade in the customer experience industry, three friends, Jaime Scott, Michelle Dinsmore and Alex Richards, decided to launch their own company, EvaluAgent, to develop ...

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 ...