How to deal with an angry customer via the Contact Center
Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
Customer Experience
What is Customer Experience and How is it Different from Customer Service?
What is Customer Experience and How is it Different from Customer Service? How to improve the relationship between the contact center and the customer.
How to handle an irate customer in a call center?
5 Proven Steps to Handle an Irate Customer
There’s no way of telling what type of customer you are going to be dealing with on the next email, web chat, or phone call
How to improve call center NPS
Helpful insights on how to improve call center net promoter scores (NPS)
Our QA scores and CSAT/NPS scores are not aligned
How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences
ProSource, OutSource or Internal Call Center QA Team?
So … how do you make sure that your agents are providing a fantastic customer experience every time they interact with customers? One word … QUALITY!
20 Call Center Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program
Omnichannel Customer Experience – Can you please everyone all of the time?
How do you keep everyone happy and ensure that your service is always quality assured? You can’t please everyone, but these tips will help.
Why Quality Monitoring is Important for your Call Center?
This Contact Center Quality White Paper will examine Why Call Center Quality Monitoring is important to Customer Experience, Sales, Business Process Improvements, and so much more.
Best Practices in the Utility Industry
Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.