Best practices
Strategies, how-tos, and ideas to inspire you.
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Article
3 min read
63 employee engagement ideas to boost morale and retention
These 63 employee engagement ideas can help you boost morale, retention, and productivity. Start improving engagement today with our guide.
Article
2 min read
AI customer feedback analysis: A complete guide
Learn how to use artificial intelligence to gather, analyze, and understand customer feedback, which can lead to a more effective customer experience.
Article
AI in HR: Top use cases and benefits
AI in HR is helping make employee service more efficient and personalized throughout the entire employee lifecycle. Discover more in this full guide.
Article
4 min read
A guide to support quality assurance in hospitality & travel
For the travel & hospitality industry—think airlines, travel agencies, accommodation services—support quality assurance is more crucial now than ever.
Article
1 min read
Top customer service quality assurance interview questions
Considering a career change or want to hire a quality specialist? Take a look at popular customer service QA interview questions and answers.
Article
2 min read
How does quality assurance improve customer satisfaction?
It's tough to improve customer satisfaction when it seems like an ever-moving target. Quality assurance helps you take a proactive approach.
Article
1 min read
How to outsource customer service without losing quality
How to combat the main problems when outsourcing customer service: employee attrition, limited control, and lack of consistency? Follow this guide.
Article
1 min read
AI for customer success: Benefits + use cases
Use AI for customer success to create personalized journeys, reduce customer churn, and lower business costs, all while improving customer experiences.
Article
1 min read
How to calibrate your customer service QA reviews
Here’s how to calibrate your customer service QA reviews to make sure all of your reviewers are aligned in providing consistent, helpful feedback.
Article
14 min read
Customer service ROI: How to measure and improve it
Customer service ROI is the total impact of investments in improving support quality and efficiency. Learn how to calculate and improve ROI in this guide.
Article
2 min read
Auto QA: How to automate customer service quality assurance
Automated quality assurance will help define the future of support. Find out what that means, and what Auto QA can do for you.
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Customer service quality assurance job description: Examples
Looking for a customer service quality assurance specialist? Use a job description template and get inspired by real-life examples.
Article
Customer service audit checklist for better CX
A customer service audit is one of the best tools in your toolbox to ensure you offer high-quality support.
Article
1 min read
What is an IT service desk? Definition + benefits
An IT service desk is a central employee service hub that helps streamline support, boost productivity, and improve job satisfaction. Read to learn more.
Article
5 min read
What is digital employee experience? The complete guide
A top-notch digital employee experience can help teams to be more efficient and more satisfied with their jobs, thanks to better internal support.
Article
2 min read
Employee onboarding automation process: What it is + benefits
Learn how your HR teams can leverage onboarding automation to streamline onboarding workflows and processes.
Article
How to measure + improve your Internal Quality Score (IQS)
Internal Quality Score (IQS) reflects your customer service quality. Here’s how to define, measure, and improve it over time.
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