Article • 7 min readThe art of conversation—4 brands that use quality assurance for personalized interactions 著者: Shauntle Barley 更新日: April 4, 2024 Really great customer conversations can’t happen when agents are bound to a script—it just isn’t possible. Conversations are, by their nature, unique and unpredictable, so a company’s customer service agents must be empowered to think outside the box