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CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Best practices or better practices for contact centers: it is a journey of constantly improving customer experience &...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...
CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...
Among 7 reasons for using a contact center consultant for site selection for a new contact center are experience, knowle...
How to train contact center leaders and supervisors, not just bosses? What are the pitfalls and winning recipes for new ...
