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Quality assurance (QA) is a high-value application for contact centers, particularly when combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration, and continuous improvement. However, it is essential to follow some best practices to make sure that the QA initiative is carried out successfully.
So let's take a look at the top 15 best practices to help your company succeed with a QA initiative:
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