As a CMO, you don’t have the time to develop a deep understanding of each team member’s processes on a day-to-day basis. You need an abridged version of your team ...

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 ...

Businesses establish a balanced scorecard to align all their company activities. This type of performance management framework adds non-financial measures to traditional financial metrics and gives ...