What is Customer Experience and How is it Different from Customer Service? How to improve the relationship between the contact center and the customer.
FAQs – Call Center Quality Insights
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
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
9 proven steps to improve customer experience in the call center. Every conversation is an opportunity to make a real connection.
How to get more out of call center QA metrics? QA function should support the operational delivery of efficient Customer Experience outcomes.
Delivering Effective contact center coaching FAQ. Well-trained & coached agents are vital in the representation of a company and its brand.
Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way
How to generate Call Center Quality insights from quality monitoring.
What is the best practice for call center quality monitoring sample size? What are your competitors doing? Is there a common minimum number of contacts we could monitor and be reassured it is enough?