CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
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...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...
