As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ens...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and test...
When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...
