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 ...

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 ...

Call recording has come a long way. Agents are not nearly as apprehensive about it as they used to be. Cheap data storage led to 100% recording, which led to speech analytics; automatic training and ...

The desire to implement flexible staffing options and optimize employee performance is driving many of today’s call center-related IT investments. Every Fortune 500 company has at least one call ...

A couple of years ago, National City Mortgage's call center took its monitoring program to the next level — by getting rid of it. No, they didn't trash their recording system nor set their monitoring ...

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 ...

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...