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 ...

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 ...

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 ...