Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

Quality management has evolved from traditional quality assurance and inspection‐based practices to sophisticated, integrative frameworks such as Total Quality Management (TQM) and Quality 4.0. Modern ...

Firms will need to learn from mistakes, fine-tune systems, and adapt to new ways of thinking about quality. Right-size your quality management documentation for SQMS No. 1 Optimize quality management ...

Implementing the new standard on quality management (QM) by the Dec. 15, 2025, deadline may seem daunting, but the AICPA has developed resources and tools to get started, including a recently revised ...

One thing I really like about the new edition of Juran's Quality Handbook: The Complete Guide to Performance Excellence by Joseph Defeo and J.M Juran is that the word "customer" is used 578 times. All ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

Parenteral nutrition (PN) safety and quality management is a critical element of modern clinical care, focussing on the effective delivery of intravenous nutritional support while minimising the ...

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