eBook: Understanding Call Center Quality Assurance Frameworks

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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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