QEval Blogs
Call Center Metrics That Matter: Beyond AHT and FCR
Call center metrics go beyond AHT and FCR. Explore CSAT, NPS, CES, sentiment analysis, and dashboards for comprehensive performance tracking.
Enhancing Call Center Compliance: Best Practices for Data Security
Call center compliance guide: PCI DSS 4.0, HIPAA, GDPR, TCPA requirements. AI monitoring, encryption, access control & security measures.
Contact Center Quality Assurance vs. Quality Management: What’s the Difference?
Contact center quality assurance vs quality management explained: QA monitors interactions, QM drives strategic improvement & agent coaching.
Why Your Agents Are Failing QA (30-Day Recovery Plan + Template)
Fix agent QA failures with AI-powered quality monitoring: 100% interaction coverage, real-time alerts, automated scoring & coaching triggers.
Closing the Loop: Using Feedback Analysis to Improve Customer Journey
Improve customer journey through feedback analysis: speech analytics, quality monitoring integration, friction point identification & action.
Conversational Analytics Explained: Why It’s a Game-Changer for CX
Conversational analytics revolutionizes CX with 100% call coverage, sentiment analysis, compliance monitoring & 15-25% FCR improvements.
AI Tools You Need for Specific Call Center Quality Assurance
AI-powered call center quality assurance delivers 12-18% CSAT gains, 25-30% cost cuts. Speech analytics, compliance & performance tracking.
Future-Ready Contact Centers: Embracing AI for Lasting Success
Transform contact centers with AI: 30% cost cuts, 25% CSAT gains, 40% lower turnover. Implementation framework, ROI metrics & proven results.
Breaking Down Silos: Integrating Customer Engagement Platforms, CRM, and QA in One Dashboard
Unified dashboards consolidate CRM, QA, and engagement data for better contact center efficiency. Reduce handle time and improve decisions.
