Stella Connect’s QA guide advocates a shift from passive to active quality assurance by integrating real-time, agent-level customer feedback into contact center operations. Traditional QA often fails to reflect customer sentiment and disengages agents. Instead, leveraging immediate feedback empowers managers to coach effectively, aligns QA with customer expectations, and boosts agent morale. Benefits include higher engagement, better performance, clearer supervisory roles, and improved ROI. With dashboards, faster audits, and more personalized insights, QA becomes a dynamic, collaborative tool for continuous improvement and customer satisfaction.

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