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 ...

Over the last few months, I have heard various experienced and knowledgeable experts state (emphatically no less) totally contradictory opinions regarding quality assurance (QA), quality control (QC), ...

Your development team has spent a lot of time and energy working on a new tech project, and now it’s time to take the final steps before deploying it. It can be a daunting process—while you don’t want ...

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 ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...