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understand call center quality assurance

Understanding Call Center Quality Assurance Frameworks

Each call center, at one time or another, fits into, transitions through, or overlaps across three QA frameworks: Operational, Tactical, and Strategic.

Understanding the framework your call center is operating within, provides a basis from which to identify goals and pinpoint key performance indicators. 

This full length (24 page!), eBook will guide you through:

  • Operational quality assurance
  • A Tactical model
  • Long-term Strategic quality assurance framework