FCR, CRM data, or the “good enough” KPI
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and
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Category: CX Assessment
Quality Control versus Efficiency? And the winner is …
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are important
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After a Contact Center Consultant Leaves, How to Maintain Longterm Success
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call
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Lack of Data Integration Creates Customer Frustration in Multi-channel Contact Centers
Siloed and fragmented nature of the resultant data, a fully integrated solution, friction from your customer interactions. Are You Listening
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Using Customer Effort Score (NES) for Customer Success When Failures Occur
When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solutions for customer success.
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RFP Process for Contact Center Technology Solution Providers: Best Practices and a 10-Step Guideline
RFP Process for Contact Center Technology Solution Providers: Best Practices and a 10-Step Guideline, and technology acquisition strategies. The process
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