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
Omnichannel CX
ProSource, OutSource or Internal Call Center QA Team?
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 Quality Assurance Needs – the Big Picture
20 Call Center QA Needs for a successful Quality Program
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.
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.
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.
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.
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 Experience outcomes.
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.
Conversations stand the test of time
Too many companies focus on the complexities and best practice of technology, not the complexities and best practice of conversation.