CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to ...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving des...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & i...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
