Customer Experience

20 Call Center QA needs

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

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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.

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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.

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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.

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What is Call Center Quality Monitoring?

Call Center Quality Monitoring Defined

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How to Improve Customer Experience in the Call Center

9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.

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Developing Agent Tone of Voice for your Contact Center

The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.

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How to support vulnerable customers

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.

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How to deal with an angry customer

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.

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Coaching the contact center – The art of conversation: Part Three

In the final instalment of our series on the art of conversation, Helen Beaumont Manahan discusses why coaching the contact centre is not a competition.

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