Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...
Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
