If your business is starting to grow quickly, you’ve likely discovered it needs a sturdier foundation to better scale your customer support/service team. A robust foundation is what enables support ...

The fundamentals of contact center quality assurance, why it matters, how it’s implemented and what modern tools are driving performance gains. Contact centers are more than just service hubs—they're ...

AI has been changing the world. In many cases, it has been making a variety of tasks easier and more efficient. From ChatGPT to the AI used in automation, the work of AI can be seen everywhere. One ...

For over four decades, Alison Vuille has helped direct the quality assurance process for the Army’s sensors, goggles, night vision devices and numerous other platforms and programs. Vuille has spent ...