Redefining Quality Assurance Best Practices for the Modern Call Center
In the complex, high-stakes world of modern customer service, a simple truth persists: the customer experience (CX) is only as strong as the agent handling the interaction. For decades, the foundational practice for ensuring quality has been Quality Assurance (QA) auditing—a necessary but notoriously manual, sampled, and subjective process. However, as customer expectations soar and…
