In the world of contact centers or call centers, quality management (QA) refers to the continuous process of monitoring and evaluating customer interactions, providing the best-in-class customer experience.For customer-focused businesses, quality management is an indispensable part of contact center
In the fast-paced and ever-changing customer service industry, it is inevitable to make mistakes sometimes when we are at work. And no company in the world gets everything perfect every single time, too. A sincere apology letter is one of the best ways to address the mistake you’ve made.A customer a
VoIP, also called Voice over Internet Protocol, is a communication technology that uses an internet connection instead of a landline service to make and receive calls. It is an open standard for establishing calls over the Internet.This technology is widely used in modern contact centers or call cen
