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One of the most obvious outcomes of social media has been the willingness of people to share their opinions—both good and bad. According to a February 2016 study published by Ipsos...

Communication, empowered associates, and more are essential to delivering comprehensive services.Closing the loop. Bridging the gap. Businesses love using terms like these to describe efforts to...

Quality assurance (QA) is often the cornerstone of a contact center’s management efforts. QA practices help enhance the quality of a service team by ensuring associates are following company...