Blogs, Resources & Product Updates | Leaptree Optimize

Resources

The Latest from Leaptree

From pro tips to product news to CX wisdom, it’s all here.

Our articles on Customer Experience QA

What Julius Caesar Could Teach Us About QA Scorecards

(Hint: It’s More Than "Et tu, Metrics?")

From Firefighting to Forecasting: The New Role of CX Leaders

How Customer Experience Leadership is Evolving from Reactive to Strategic

Cognitive Bias in QA Scoring: Spot It Before It Skews Your Data

The invisible forces that distort quality and how to fix them

Why CX Agents Ignore Feedback

(And What Psychology Says to Do About It)

How Alexander the Great Would Build a High-Performing Contact Center

Ancient Strategy. Modern CX. Timeless Leadership.

The Evolution of Quality Assurance: What 1920s Call Centers Can Teach Us Today

A Historic Timeline of QA’s Transformation And Why It Still Matters in 2025

The Psychology of CX Quality: Why Humans Crave Consistency

And how your QA program can meet that need every time

The QA Renaissance: Reimagining Quality Assurance as a Strategic Imperative in Customer Experience

Move over, AI hype... there’s a quieter, but equally transformative, revolution reshaping the future of customer experience.

5 QA Metrics Every Customer Support Leader Should Track

The science-backed numbers that move performance, people, and profit

5 Innovations in Call Centers in 2025 (Besides AI)

Why the future of CX is more human than ever

Why Florence Nightingale Would Have Been a Brilliant CX Leader

What the “Lady with the Lamp” can teach us about performance, data, and customer care

The Art of War, QA Edition: Sun Tzu’s Guide to Contact Center Strategy

What the ancient master of strategy can teach us about modern CX performance

The Latest Features In Optimize: Built For You | Webinar

Join our product expert to learn more about three of the latest features we've shipped in Leaptree Optimize.

Team Approvals In Optimize | Feature Demo

Click the interactive demo below to see how it works in action!

The Call Center Quality Assurance Maturity Model | Guide

A six-step guide to help you assess the current effectiveness of your Call Center QA program.

Whitepapers & Ebooks

Smarter Call Quality Analysis | Webinar

Watch the on-demand webinar to boost call quality analysis with Salesforce Service Cloud and Leaptree Optimize.

Recommended Learning Actions In Optimize | Feature Demo

Click the interactive demo below to see how it works in action!

Large Text Analysis | On-Demand Webinar

Large Text Analysis with Salesforce Service Cloud and Leaptree Optimize.

It's Time To Rethink CX Quality Assurance | Whitepaper

Why customer-centric organisations must rethink Quality Assurance for Sales and Support.

Whitepapers & Ebooks

QA Calibration | Feature Demo

Learn how to compare evaluator responses and ensure that CX QA scorecard markings are standardized, fair, and consistent – no matter who's doing the scoring.

Leaptree Enterprise-grade Security | Whitepaper

This whitepaper focuses on security including details on how Leaptree protects your data.

LeapForward Onboarding For Optimize | Methodology

Effortless onboarding with LeapForward: Guided by our expert team, ensuring a seamless experience for a swift and hassle-free transition.

Getting Started With Leaptree Optimize | Product Demo

Learn how to get started with Optimize with an interactive demo.

Dispute Escalations In Optimize | Feature Demo

Click the interactive demo below to see how it works in action!

Deepen Your Understanding Of Leaptree | Knowledge Base

Get the resources your team needs to get the most out of Leaptree — from documentation to video tutorials, and product information webinars.

AutoFail (Early Exit and Infractions) In Optimize | Feature Demo

Click the interactive demo below to see how it works in action!

Configuring Your Own Objects In Leaptree Optimize | Product Demo

Click the interactive demo below to see how it works in action!

ChowNow | Case Study

Discover how ChowNow decreased their CX Quality Assurance reporting time by 90% with Leaptree Optimize.

Air Canada Cargo | Case Study

Discover how Air Canada Cargo streamlined operations and cut costs, cultivating efficiency and a data-driven culture with Leaptree Optimize.

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