We are excited to announce the merger of SKWeston & Company (SKW) and the Taylor Reach Group (TRG), and the acquisit...
CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving des...
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...
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with cu...
