COPC, a customer experience management consulting company based in Winter Park, Fla., had struggled for years to recommend a quality assurance monitoring system to its clients before it decided to ...

Creating and implementing a quality assurance (QA) program as it relates to the customer experience is a major undertaking for any company. Having said that, a QA program is what will thoroughly ...

NARRATOR: Businesses need to have quality methods in place to make sure their products or services are of the highest quality. STEPHEN: The benefit of making a high-quality product is that you can ...

When it comes to customer service and customer experience (CX), the emergence of AI has made quite an impact in the contact ...

With visibility into every conversation and automated coaching moments, Loris has reduced time-to-value and changed the way customer teams do quality assurance. With its AI capabilities built from ...

Listen to the podcast. Find it on iTunes/iPod and Podcast.com. Read a full transcript. Sponsor: HP. Welcome to a special BriefingsDirect podcast series, coming to you from the HP Software Universe ...

A guide to understanding quality. How to learn about customer expectations. How to match service delivery to fluctuating customer expectations. Objective: To evaluate the use of an adapted customer ...