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Our articles on Customer Experience QA

How to Spot and Fix CX QA Bias in Agent Evaluations

QA should build trust, not break it—spotting and fixing bias is the first step to fairer evaluations and stronger customer outcomes.
October 9, 2025
QA
 min read

The Link Between Agent Well-Being and Customer Satisfaction

The data is clear: when agents thrive, customer satisfaction rises right along with them.
September 30, 2025
CX
 min read

Turning Agent QA Into Career Development (Not Just a Scorecard)

When QA shifts from judgment to growth, it becomes a powerful tool for agent career development—not just another scorecard.
September 25, 2025
QA
 min read

From Compliance to Confidence: Building Trust Through Better Call Monitoring

Call monitoring is no longer just about compliance. It’s about building trust and confidence between customers, agents, and the organization.
September 17, 2025
CX
 min read

Omnichannel Service, One QA Strategy: How to Evaluate Consistently Across Channels

Omnichannel service only works when QA is consistent, ensuring every customer gets the same quality experience no matter where the conversation starts.
September 11, 2025
QA
2
 min read

First-Contact Resolution: The Metric That Defines Customer Experience

First-Contact Resolution isn’t just a metric. It’s the clearest signal of how easy it is for customers to do business with you.
September 3, 2025
QA
2
 min read

The Rise of the Contact Center as a Relationship Hub: What It Means for QA

As contact centers evolve into relationship hubs, QA must shift from box-ticking compliance to measuring trust, empathy, and consistency across every customer interaction.
August 28, 2025
QA
2
 min read

How CX Leaders Are Slashing Costs Without Hurting CSAT

Smarter strategy, not more sacrifice
August 21, 2025
CX
3
 min read

Everything Your Contact Center QA Is Missing...

Until You Add Leaptree Optimize to Salesforce
August 13, 2025
QA
3
 min read

Motivation or Micromanagement?

Finding the Psychological Sweet Spot in QA
August 7, 2025
QA
3
 min read

What Julius Caesar Could Teach Us About QA Scorecards

(Hint: It’s More Than "Et tu, Metrics?")
July 31, 2025
QA
3
 min read

From Firefighting to Forecasting: The New Role of CX Leaders

How Customer Experience Leadership is Evolving from Reactive to Strategic
July 29, 2025
CX
3
 min read

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3 Types of AI That Will Elevate Your Contact Center Quality

In this session, we'll explore the three types of AI every contact center leader needs to know: Predictive AI, Generative AI, and Autonomous AI, and how each one plays a unique role in improving quality assurance.
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