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...
Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
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...
