Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.
Read More
Tag: quality assurance
QA Monitoring (Quality Assurance) for Performances of Both a Contact Center and Its Agents
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective
Read More
Service Level Metrics is Specific to Each Contact Center
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate for
Read More
Contact Center CX Technology 2019 and Beyond
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact center CX technology 2019
Read More
Improving CX on a Budget with Customer Feedback
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, asking & surveying them.
Read More
Calculating Contact Center First Contact Resolution (FCR Calculation)
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important
Read More
Talk to an expert
Read enough? Get answers about your operation.
Book a 30-minute call with a senior expert. We will walk through your operation, point to where the friction hides, and tell you plainly what is worth fixing first.
(855) 252-2223
Or email info@apexcx.com. We reply within one business day.
Request a discovery call
Four fields. A senior expert reads every submission.