Contact center improvement is an ongoing journey involving all levels. Here are 15 ideas for people, technology, process...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
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...
