eBook: Understanding Call Center Quality Assurance Frameworks

Call centers are essential to everything from building brand loyalty to improving efficiency and productivity and facilitating growth.

Each center, at one time or another, fits into, transitions through, or overlaps across three QA frameworks: Operational, Tactical, and Strategic.

This eBook will guide you through:

Evolving a Strategic Call Center QA Framework

Operational Quality Assurance Goals

A Tactical Thought Process

Understanding Call Center QA Tactical Goals

Call Center QA Tactical Frameworks at Work

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