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 ...

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 ...

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 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...