Quality assurance (QA) refers to the agent and call center support provided to customers before, during, and after they purchase and use a company's products or services. Call centers use their QA ...

Businesses establish a balanced scorecard to align all their company activities. This type of performance management framework adds non-financial measures to traditional financial metrics and gives ...

Ongoing performance evaluations are just as important as the initial vetting process whenever a small business partners with an external marketing agency. A balanced scorecard approach to performance ...