What is Customer Experience and How is it Different from Customer Service? How to improve the relationship between the contact center and the customer.
Helpful insights on how to improve call center net promoter scores (NPS)
How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences
20 Call Center QA Needs for a successful Quality Program
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.
The Agent’s tone of voice is key for any contact center to achieve excellence in customer experience. Core elements in call center CX.
How to get more out of call center QA metrics? QA function should support the operational delivery of efficient Customer Experience outcomes.
How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive mindset.