Quality assurance (QA) refers to the agent and call center support provided to customers before, during, and after they purchase and use a company's products or services. Call centers use their QA ...

As consumers, we’re used to being asked to rate our customer service experiences. Just think of the last time you called your internet provider when your connection went out or a delivery company to ...

The balanced scorecard is a strategic planning and management system which takes into account non-financial aspects of corporate performance, explains the Balanced Scorecard Institute. The system ...