By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC As Quality Assurance (QA) has evolved, workforce management has grown into an expanding suite of QA tools, such as Call Recording, Screen Recording and Speech Analytics. Although each element contributes…
By Gregory J. Robb, Research Assistant, Applied Business Technologies, LLC Since they first appeared, in the 1970s, call centers have prospered or perished based on customer satisfaction levels. Yet, increasingly-complex factors contribute to that customer experience. Quality Assurance includes tools…
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