Artificial Intelligence (AI), or software solutions that try to imitate human intellect to achieve complex tasks, have long been a part of business operations. Many businesses rely heavily on AI to sift through massive data sets so leaders can make more informed decisions. For call centers, speech...

We had another great experience at this year's QATC annual conference in Nashville. We met some wonderful people, and we saw a lot of content about the connection between QA and Training.

In the contact/call center, quality assurance is a bit different than it would be for a manufacturer or software development company. The goals of quality assurance training efforts in a contact center will likewise differ from the QA training goals of other organizations and teams.

Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course corrections can be made as needed.

Hello everyone and welcome to our new website. Thanks for checking us out.

Like you, the last two years have been a bit of a whirlwind for us. We have tripled in size since the onset of the pandemic and are thrilled to welcome many new clients and brands to our platform, and we now enable literally...

Too often, employees must spend too much time tracking down information they need to do their jobs effectively. With an effective knowledge base, you’re making an investment in your team by providing quicker, more efficient access to valuable information... and you’ll be helping to increase your...

Here’s a stat that will get your attention: According to the Gallup Organization, only 28% of employees strongly believe that the feedback they receive helps them do better work.

Being a good coach can be hard, for a lot of reasons. It takes time to put together an effective session – pulling...