Once upon a time, people would buy goods or services they needed and go on about their day. Leaving reviews wasn’t a thing. Expecting a company to go above and beyond what you wanted wasn’t a thing.

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (kpis) . QA measures, benchmarks, and tracks call center and agent performance for KPIs ...