Skip to main content

Workforce engagement management

Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.


How to outsource customer service without losing quality

How to combat the main problems when outsourcing customer service: employee attrition, limited control, and lack of consistency? Follow this guide.

Latest stories

Article
1 min read

How to calibrate your customer service QA reviews

Here’s how to calibrate your customer service QA reviews to make sure all of your reviewers are aligned in providing consistent, helpful feedback.

Article
2 min read

Auto QA: How to automate customer service quality assurance

Automated quality assurance will help define the future of support. Find out what that means, and what Auto QA can do for you.

Article

Customer service quality assurance job description: Examples

Looking for a customer service quality assurance specialist? Use a job description template and get inspired by real-life examples.

Article

Customer service audit checklist for better CX

A customer service audit is one of the best tools in your toolbox to ensure you offer high-quality support.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article

How to measure + improve your Internal Quality Score (IQS)

Internal Quality Score (IQS) reflects your customer service quality. Here’s how to define, measure, and improve it over time.

Article
1 min read

How to create a customer service QA program + checklist

Customer service QA programs involve monitoring the quality of customer interactions. Follow our checklist and examples to create your own.

Article
4 min read

Elevate the quality of your customer support with Voice QA and QA for AI agents

Introducing the latest advancement in our AI-powered QA solutions: Voice QA and QA for AI agents, ensuring consistency across 100 percent of your support channels.

Subscribe to the blog

The best source of information for customer service, sales tips, guides, and industry best practices. Join us.