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Our articles on Customer Experience QA

How Poor QA Practices Create Repeat Calls (and How to Stop It)

When QA misses the mark, repeat calls multiply but with smarter, outcome-focused evaluations, contact centers can resolve issues the first time and boost loyalty.
December 10, 2025
QA
3
 min read

Closing the Loop Between CX QA and the Customer Journey

When CX QA insights feed back into the customer journey, they transform from internal scorecards into strategic drivers of loyalty and improvement.
December 4, 2025
QA
 min read

From Manual Spreadsheets to Salesforce-Native QA: The Efficiency Leap

Moving from manual spreadsheets to Salesforce-native QA is an efficiency leap that transforms QA from an admin burden into a strategic advantage.
November 18, 2025
QA
3
 min read

Why Operational Auditing Is the Secret Weapon of High-Performing Contact Centers

Operational auditing is the hidden engine of contact center success—turning inefficiencies into improvements and compliance risks into confidence.
November 11, 2025
QA
3
 min read

Measuring What Matters: Beyond Handle Time and CSAT

Handle Time and CSAT only scratch the surface—modern contact centers need smarter metrics that measure loyalty, effort, and long-term outcomes.
November 6, 2025
QA
3
 min read

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

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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.
Webinars

Optimize Pricing and Features

Complete pricing tiers and feature comparison for Leaptree Optimize - Starter ($900/month), Professional ($90/evaluator), and Enterprise ($110/evaluator) plans with detailed feature breakdown
Whitepapers & Ebooks

Why Work with Leaptree Optimize?

Discover why leading companies like Air Canada Cargo, ChowNow, and CFA Institute choose Leaptree Optimize for their CX quality management. Simple no-code setup, native Salesforce integration, and major time savings.
Whitepapers & Ebooks

CX Quality Assurance Maturity Model

The 6-stage framework for evolving your CX quality assurance program from unstructured spreadsheets to AI-assisted assessment. Learn where your team stands and what's next.
Whitepapers & Ebooks

Feature Deep Dive: QA Calibration

When it comes to scorecard evaluations, keeping everyone on the same page is crucial for your quality program.
Knowledge Base

Configuring Your Own Objects In Leaptree Optimize | Product Demo

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

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.
Methodology

Team Approvals In Optimize | Feature Demo

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

Getting Started With Leaptree Optimize | Product Demo

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

Dispute Escalations In Optimize | Feature Demo

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

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

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

Recommended Learning Actions In Optimize | Feature Demo

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

ChowNow | Case Study

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

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.
Case Studies
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