Contact Centre Magazine


Successful customer-centric businesses understand the critical role played by a robust CX Quality Assurance (QA) program.

Not only can QA guide continuous improvement in product and service knowledge, but it also focuses on the human elements of customer interactions. It helps agents align their behaviour with your organisation’s expectations. QA measures the things that agents can control. It provides a foundation for feedback, coaching, training, and professional development for the broader team.