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Managing quality with a work-from-anywhere workforce
When agents transitioned to work-from-anywhere, the traditional approaches to quality management were no longer viable, writes NICE president for APAC Darren Rushworth.
QA an increasing priority as more businesses invest in digital transformation
The WQR 2020 highlights that expectations from QA have been increasing with an upward trend across various strategic objectives, including the need for QA to support business growth and the importance of ensuring end-user satisfaction.