Each call center, at one time or another, fits into, transitions through, or overlaps across three QA frameworks: Operational, Tactical, and Strategic.

Understanding the framework your call center is operating within, provides a basis from which to identify goals and pinpoint key performance indicators. 

This full length (24 page!), eBook will guide you through:

• Operational quality assurance
• A Tactical model
• Long-term Strategic quality assurance framework