Cristopher Kuehl interview
Why traditional QA processes aren’t working for your customer service team?

We talked to Cristopher Kuehl, VP of Analytics & Client Insights at Sitel Group, about the biggest challenges with QA today, what place AI has in improving QA & most

Fred Shadding interview
What does your Quality Assurance (QA) process measure?

Are you using these measures for your quality assurance process? We talked to Fred Shadding, Founder & Chief Advisor of The Call Center Source, about the biggest challenges, metrics, and

Speech Analytics for Call Centers
Why should call centers use speech analytics?

Understand how having real-time speech analytics in call centers improves customer experience & employee performance.

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