Customer Service Quality Assurance: A Complete Guide

Podcast: Call Center Outsourcing Podcast · Focus Services, LLC - BenJoe Markland

Opublikowano: 2026-10-13

Customer Service Quality Assurance: A Complete Guide — a concise, practical walkthrough of why customer service quality assurance is a strategic imperative for contact centers and the concrete steps to design, measure, and evolve a modern QA program. Based on the Focus Services guide (https://www.focusservices.com/customer-service-quality-assurance/), this episode covers why QA matters, the strategic role of quality assurance in contact centers, building a foundation for service excellence, designing QA scorecards, sampling methodologies, speech analytics and AI-enabled evaluation, turning evaluation into coaching and performance improvement, multi-channel quality assurance, calibration sessions, and future trends like predictive quality analytics and real-time co...