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Quality assurance is evolving. QA is no longer a performance tool alone—it’s an essential feature of best business practices. With this in mind, it’s important to understand how QA processes can be implemented within your organization to improve the overall experience for both agents and customers.

During this webinar, we will focus on three key discussion points:

• QA: A Tool for Business, Not Just Performance Analysis
Customer Service as a Value Center, Not a Cost Center
• Engaging and Motivating Agents: A Work from Home Update

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