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Customer Service Assurance (CSA) in telecom and Internet services means the collection of Communications Service Provider (CSP) customer usage information from all practical sources including network traffic, network devices, content servers, management databases and user devices to ensure customer service quality is consistent with CSP expectations.
Quality assurance (QA) is the term used in both manufacturing and service industries to describe the systematic efforts taken to assure that the product (s) delivered to customer (s) meet with the contractual and other agreed upon performance, design, reliability, and maintainability expectations of that customer.
First Call Resolution. First Call Resolution or First Contact Resolution (FCR) is a metric that measures a call center's performance for resolving customer interactions on the first call or contact, eliminating the need for follow-up contacts. [1] FCR is one of the most-watched metrics and considered the most important call center industry metric.
Software quality assurance. Software quality assurance (SQA) is a means and practice of monitoring all software engineering processes, methods, and work products to ensure compliance against defined standards. [1] It may include ensuring conformance to standards or models, such as ISO/IEC 9126 (now superseded by ISO 25010), SPICE or CMMI.
The AOL.com video experience serves up the best video content from AOL and around the web, curating informative and entertaining snackable videos.
In 1972, the institute changed its name to Institute of Quality Assurance. In the 1990s, British Quality Foundation broke away from the IQA to form the British Quality Foundation. This was a result of the Henderson Committee report, which recommended a quality award for industry in the UK, following the success of the Malcolm Baldrige National ...
The National Committee for Quality Assurance (NCQA) is an independent 501 (c) (3) nonprofit organization in the United States that works to improve health care quality through the administration of evidence-based standards, measures, programs, and accreditation. The National Committee for Quality Assurance operates on a formula of measure ...
Contact center telephony. In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers. This business communication system is an ...
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