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Quality Assurance 2.0

Tuesday, 15 January 2019  
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The Rebirth of Call Center QA

As the economy continues to slowly recover, organizations remain under pressure to further reduce their contact center operating expenses while optimizing the customer experience – all without making major resource investments. To accomplish this, it is absolutely crucial to gain a thorough understanding of customer needs and expectations. This is particularly pertinent right now due to the fact that the economy has strongly impacted the spending habits and priorities of most consumers, while Social Media and other technologies have improved their knowledge. Cognizant of this new environment, contact centers are diligently looking for better ways to improve quality, customer satisfaction and retention, operational effectiveness and cost reduction – all at the same time.

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