Omnichannel CX

Omnichannel customer experience (CX) call center quality monitoring. Chat, email, call and social quality assurance for contact centers.

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

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…

4 months ago

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program

4 months ago

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…

4 months ago

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…

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

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…

3 years ago

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.

6 years ago

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