How to align Call Center Scores like CSAT, NPS, and QA for the best customer experiences
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 QA Needs for a successful Quality Program
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.
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.
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.
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.
Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.