CASE STUDY 1 Grand Canyon Education boosts collaboration and transparency. TRANSFORMING CONTACT CENTER QUALITY ASSURANCE PROGRAM FROM NEGATIVE STIGMA TO ONGOING TEAM SUCCESS. CHALLENGES Quality assurance (QA) specialists at Grand Canyon Education (GCE) lacked a valid method for determining which calls to grade. Since their existing, outdated reporting software crashed frequently and wasn’t user-friendly or accessible, they had to run reports based upon Excel spreadsheets that often lacked the specific and up-to-date data they needed. As a result, some agents were evaluated far more frequently than others—something which only added to the negative stigma often associated with contact center QA. When facing a hefty software upgrade fee that still wouldn’t fix their QA reporting

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