Functions & Tasks of a QA Team in the Call Center

Call centers handle thousands of customer calls every day and offering quality service is paramount to customer satisfaction. Quality assurance analysts ensure that agents provide quality service in line with organizational objectives. Optimized quality assurance will...

Kano Questioning Approach

The Kano questioning approach is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around customer preferences. Each question has a functional version that asks how the customer feels if a service element...