Customer Journey


Doubtless spurred by the pandemic, digital transformation is accelerating. Customers have more choices than ever around communication channels, each with their standard positions in the contact cycle and, with that, their own challenges.

For example, the rise of live chat has made it increasingly likely that initial contact is now text-based, with voice increasingly reserved for more complex or serious issues. So while consistency is key, it’s also important to consider that the customer’s state of mind across those channels may be very different.

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…

3 months ago

How to improve call center NPS

Helpful insights on how to improve call center net promoter scores (NPS)

3 months ago

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

3 months ago

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

4 months ago

Insurance Collections Bureau

With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure…

4 months ago

Customer Service Empathy Training to effectively support vulnerable customers

Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service…

4 months ago

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…

10 months ago

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…

11 months ago

How do we get more out of our QA?

How to get more out of call center QA metrics? QA function should support the operational delivery of efficient Customer…

1 year ago

Call Center Quality and Business Transformation

How you can utilise Quality Enabled Business Transformation to move your employees and business from a survive to a thrive…

2 years ago

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